Description
Position: Customer Coordinator
Position Summary:
We are seeking a detail-oriented and proactive Customer Coordinator to join our Enhanced Services Team. This hybrid role combines customer coordination with project support, making it ideal for someone experienced in managing subcontractors or vendors in a technical or trade-based environment.
You'll play a key role in ensuring timely, high-quality service delivery to our residential customers by coordinating with service partners, tracking project progress, resolving escalations, and supporting internal teams with logistics, documentation, and reporting. Success in this role requires strong organizational and communication skills, a solutions-oriented mindset, and the ability to manage multiple priorities in a fast-paced, customer-focused environment.
Location: Milpitas, CA
Duties and Responsibilities:
Customer & Service Coordination
- Coordinate O&M services for installers, channel partners, and third-party service providers.
- Serve as the primary point of contact for approximately 10 subcontractor companies-assigning work, setting expectations, and ensuring alignment with scope, SLAs, and geographic coverage.
- Build and maintain strong, adaptable relationships with service partners, tailoring communication to fit each partner's technical and operational structure.
- Conduct regular check-ins and performance reviews with service partners to reinforce expectations and drive continuous improvement.
- Monitor daily service metrics and proactively follow up to ensure timely and high-quality completion of work.
- Coordinate logistics and scheduling with internal teams to ensure parts and materials arrive ahead of scheduled site visits.
- Manage customer expectations by scheduling and confirming site visits, and overseeing the delivery and return of components for VIP and key accounts.
Escalation Management
- Act as a point of contact for escalated customer issues, ensuring timely and effective resolution.
- Analyze customer complaints or concerns to determine root causes and implement corrective actions.
- Collaborate with internal teams-including Sales, Technical Support, and Account Management-to investigate and resolve complex service issues.
- Provide guidance and support to customer service representatives on handling escalated cases and improving service delivery.
- Maintain accurate records of escalated cases, resolutions, and follow-up actions.
- Identify trends and recommend process improvements to reduce future escalations and enhance customer satisfaction.
Project Coordination
- Monitor the daily progress of service projects to ensure alignment with timelines and budgets.
- Ensure team members and subcontractors have the necessary supplies and resources to complete tasks efficiently.
- Organize and maintain reports, invoices, contracts, and other project documentation for easy access and audit readiness.
- Support billing and basic bookkeeping tasks related to service projects.
- Order and manage inventory of field supplies as needed.
Documentation & Reporting
- Track service progress and verify completion, ensuring accurate documentation and timely case closure in internal systems.
- Document all work and parts used in case and inventory management systems; validate data for accuracy and completeness.
- Provide weekly internal reports and summaries on service delivery, pending site visits, key metrics, escalations, and subcontractor performance.
Who you are:
- A hungry go-getter with a strong can-do and hands-on attitude
- Technically savvy and quick to learn new systems
- Energetic, highly motivated, and driven-willing to roll up sleeves to ensure success
- A collaborative team player who thrives in a dynamic environment
Requirements
Required Skills and Qualification
- 2+ years of experience in customer service, operations coordination, or field service support-preferably involving subcontractor or vendor management in a technical or trade-based industry (e.g., HVAC, telecom, construction, utilities).
- Proven ability to manage and maintain productive relationships with multiple subcontractor organizations, adapting communication and coordination styles to suit different operational structures.
- Experience assigning work to external partners, tracking progress through metrics and reports, and following up to ensure timely and high-quality completion.
- Strong organizational and data entry skills, with the ability to understand the technical workings of the SolarEdge product line to ensure compatibility of parts and case accuracy.
- Proficiency in Microsoft Excel and other Microsoft Office applications.
- Familiarity with CRM systems, case management tools, and service tracking/reporting methodologies.
- Excellent interpersonal, verbal, and written communication skills, with the ability to build trust and accountability across internal teams and external partners.
- Demonstrated ability to manage escalations and resolve service issues with professionalism and urgency.
- Solid and verifiable track record of meeting deadlines and managing multiple priorities in a fast-paced environment.
- Management or team leadership experience is a plus.
FAIR PAY & A JUST WORKPLACE
At SolarEdge, we are committed to fair, transparent pay and we strive to provide competitive, market-informed compensation. Base hourly pay offered will be between $23-25 per hour based on market location and may vary further depending on individualized factors for job candidates, such as job-related knowledge, skills, experience, and other objective business considerations.
SolarEdge proudly seeks to build a richly diverse workforce by hiring people with a diversity of thoughts, identities, perspectives, and experiences that help advance the difference we make for consumers, and by ensuring our people experience equity and inclusion in their work lives. We encourage members of traditionally underrepresented communities to apply, including women, people of color, and people with disabilities.