External Service Manager

As the External Service Manager, you will oversee the performance and support of regional ASCs that repair Sol-Ark hybrid inverters for customers in their territories. This role ensures partners are equipped, trained, and supported to deliver high-quality, timely repairs while maintaining accountability through process oversight, parts management, and invoice review. You will also be managing an inverter swap program through distributors and 3PLs. You will play a key role in expanding our global ASC network by supporting new launches in additional regions. What you will be doing: Serve as the primary liaison for all ASC and 3PL operations and performance. Support the setup of new ASC and 3PL partners in new regions. Ensure ASCs are properly stocked with repair parts to maintain service efficiency. Manage the unit warranty/swap program, coordinating with distributors and third-party logistics (3PL) providers to ensure seamless execution and compliance. Provide and coordinate training resources to keep ASC technicians up to date on repair procedures. Oversee ASC repair work to completion and validate invoices for payout. Manage and prioritize support tickets and RMAs tied to ASC cases to ensure timely resolution. Establish and track ASC performance metrics (e.g., turnaround times, repair quality, customer satisfaction) and conduct regular vendor audits to drive accountability and improvement. Collaborate cross-functionally with technical support, repairs, and supply chain teams to drive continuous improvement in the ASC program. Requirements 3 to 5+ years of experience in service operations or partner/vendor management (technical support a plus). Strong organizational skills with the ability to manage multiple priorities and deadlines. Proven ability to collaborate with cross-functional teams and external partners, including distributors and 3PLs. Experience tracking parts inventory and usage to support supply planning and forecasting. Excellent communication and relationship-building skills. Proficiency with support tools and ticketing systems (e.g., Zoho Desk) and Microsoft Office. Spanish language skills a plus but not required. Benefits We offer a competitive salary and performance-based bonus program, top-tier benefits package including medical, dental, and vision insurance, 401(k), and paid time off.