About FIMER
FIMER, a brand of MA Solar under the McLaren Applied Group, is one of the world's leading manufacturers of renewable energy solutions. Specializing in solar inverter production, FIMER offers a broad portfolio of innovative products serving utility-scale, commercial, and residential markets.
With two global production sites in Italy and India, along with regional training centers worldwide, FIMER operates at the forefront of the global energy transition-delivering reliable, high-performance solutions that support a more sustainable future.
Position Overview
Reporting to the US Country Manager, the Director of Service will lead and scale FIMER US's end-to-end service organization as the business supports existing operations and expands new product sales across Utility-scale and Commercial & Industrial (C&I) markets.
This role provides strategic and operational leadership across the full-service lifecycle, with direct accountability for service quality, technical excellence, customer satisfaction, and cross-regional collaboration. The Director of Service will manage senior service leaders, partner closely with Engineering and Sales, and serve as a key interface with global teams.
This role is highly customer-facing and hands-on. The Director of Service is expected to engage directly with customers during complex service and quality issues, lead root cause investigations, and clearly communicate findings and resolution plans. This position operates in a growth-stage, evolving environment and requires a self-starter who is comfortable working independently, making decisions with limited support, and building structure where needed.
Key Responsibilities
Service Leadership & Team Management
- Lead the entire U.S. service organization, with Senior Managers for Utility and Residential / C&I as direct reports.
- Establish clear accountability, performance expectations, and operating rhythms across service teams.
- Coach and develop service leadership to support scale, consistency, and operational excellence.
- Provide regular service performance updates to the US Country Manager and executive leadership.
Technical & Quality Excellence
- Maintain deep, hands-on expertise in FIMER inverter and PCS products, including system configurations, operating behavior, and common failure modes.
- Partner with Engineering to conduct Root Cause Analysis (RCA), ensure corrective actions are defined, documented, and completed.
- Represent FIMER in customer quality meetings, confidently addressing product issues, field failures, and resolution plans.
Data, Metrics & Continuous Improvement
- Analyze service and repair data using TrueContext, CRM, and other systems.
- Track and report key service metrics, including MTTR (Mean Time to Repair) and MTTF (Mean Time to Failure).
- Identify trends, implement corrective actions, and drive continuous improvement initiatives across service operations.
Cross-Regional Collaboration
- Maintain consistent, accountable communication with global service and engineering teams in India and Italy.
- Track shared data, action items, and follow-ups to ensure alignment and timely resolution of issues across regions.
Operational & Financial Oversight
- Proactively address operational challenges impacting field service execution.
- Review and escalate expense irregularities in coordination with HR and Finance, ensuring compliance with company policies.
- Ensure accurate time, service activity, and expense reporting across service teams.
Customer Engagement & Escalation Management
- Serve as a senior, customer-facing leader during critical service escalations and equipment issues.
- Lead root cause investigations, translating technical findings into clear, credible explanations for customers.
- Own customer communications related to service quality, corrective actions, and long-term reliability improvements.
- Build trust with customers through transparency, accountability, and technical credibility.
Operating in a Growth-Stage Environment
- Operate effectively in a start-up / growth-oriented environment with evolving processes and limited support infrastructure.
- Take initiative to identify gaps, define solutions, and implement improvements without reliance on established systems.
- Balance strategic leadership with hands-on execution when required.
