Apply on Employer Site

FIMER S.p.A. · 1 day ago

Director of Service Operations

Greater Phoenix Area

Full-time

Hybrid

Lead/Staff, Director/Executive

5+ years exp

FIMER is one of the world’s leading manufacturers of renewable energy solutions, specializing in solar inverter production. The Director of Service Operations will lead and scale the U.S. service organization, ensuring service quality and customer satisfaction while managing senior service leaders and collaborating with engineering and sales teams.

Machinery ManufacturingManufacturing

Responsibilities

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

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

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

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

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

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

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

Qualification

Service leadershipTechnical understanding of invertersRoot Cause AnalysisCRM systems proficiencyAnalytical skillsCustomer engagementCommunication skillsProblem-solving mindsetOrganizational skills

Required

Bachelor's degree preferred in Engineering, Project Management, or a related field, or equivalent experience

5+ years of progressive service leadership experience, ideally within solar, energy storage, power electronics, or adjacent industries

Strong technical understanding of Commercial and Utility-scale inverter/PCS systems, including BOS and ancillary components

Demonstrated experience in customer-facing service leadership, including leading technical discussions with customers during equipment failures, service escalations, and quality investigations

Proven ability to operate independently in start-up or growth-stage environments, with comfort making decisions, setting priorities, and driving outcomes with limited structure or resources

Strong problem-solving mindset with the ability to lead root cause analysis and corrective action planning end-to-end

Demonstrated experience managing managers and scaling service organizations

Proficiency with CRM systems, SAP, Salesforce, and TrueContext (or similar field service platforms)

Strong analytical skills with the ability to translate data into actionable insights

Excellent written and verbal communication skills, including executive-level reporting and customer presentations

Highly organized, solutions-oriented, and comfortable operating in a global environment