Service Director - Global Service & Support Function

We are supporting a leading global smart energy technology company in hiring a Service Director to lead their Global Service & Support function.

Candidates should have experience managing teams of 400+ members.

Key Responsibilities:

- Lead and develop a high-performance Global Service team across multiple countries

- Drive customer satisfaction, loyalty, and service excellence

- Oversee service infrastructure, local support centres & logistics

- Own and execute annual Service workplans, KPIs & cost targets

- Serve as the primary technical escalation point for customers

- Manage multi-tier call center & support teams

- Lead improvement programs across KPIs: CSAT, SLA, wait time, resolution time, etc.

- Implement new service tools, processes & AI-driven improvements

- Conduct key account reviews & proactive customer care initiatives

Requirements:

- 15+ years experience in Service Management/Director roles in global organisations

- Bachelor's/Master's in Electrical Engineering (or equivalent technical expertise)

- Experience in PV/Renewable energy preferred

- Strong background in call center operations, technical support & project management

- Excellent communication, leadership & stakeholder management skills

- Ability to work in a global environment and lead diverse teams