Channel Service Manager

About Huawei

Huawei is a leading global provider of information and communications technology (ICT) infrastructure and smart devices. With integrated solutions across four key domains – telecom networks, IT, smart devices, and cloud services – we are committed to bringing digital to every person, home and organization for a fully connected, intelligent world.

At Huawei, innovation focuses on customer needs. We invest heavily in basic research, concentrating on technological breakthroughs that drive the world forward. We have more than 207,000 employees, and we operate in more than 170 countries and regions.

Huawei's end-to-end portfolio of products, solutions and services are both competitive and secure. Through open collaboration with ecosystem partners, we create lasting value for our customers, working to empower people, enrich home life, and inspire innovation in organizations of all shapes and sizes.

Job Title: Channel Service Manager (Digital Power Business Group)

Job Location: Athens, Greece

Main Responsibilities:

A Channel Service Manager in the PV industry is responsible for managing relationships with service partners, ensuring high-quality and efficient service delivery, maintaining customer satisfaction, and overseeing financial and regulatory aspects of service operations. The role requires a combination of technical expertise, project management skills, and strong interpersonal abilities to successfully navigate the complexities of the PV industry.

- Establish the operation system for the corresponding service partners, continuously improve the business efficiency of service partners through partner certification, authorization, and appraisal, and ensure business compliance.
- Develops talent development strategies, partner capability frameworks, and course systems for service partners, and supports the development, construction, and operation of partners' training services based on the unified partner enablement platform.
- Be responsible for the quality and security qualifications of the corresponding service partners during business implementation, process review and improvement, and implementation of cyber security and privacy protection compliance and information security.
- Develop Installers to participate with Huawei certification and enablement Training through program policy adaption and incentive related evaluation. Focus on service partner operation and satisfaction assurance to improve installers experience & service quality.
- Evaluation for current service partners and working on filling and enhancing the gaps for a better future appraisal
- Listen to the partner and guide them closely step by step to become a solid channel service partner

Key Skills: 

- Project Management
Planning and Coordination: Strong skills in planning, organizing, and coordinating service activities and projects.
Time Management: Ability to manage multiple service requests and projects simultaneously, ensuring timely completion.
- Customer Relationship Management
Customer Service: Excellent skills in managing customer relationships, addressing inquiries, and resolving complaints.
Communication: Effective communication skills for interacting with customers, service partners, and internal teams.
- Partner Management
Performance Monitoring: Regularly assessing the performance of service partners and ensuring compliance with standards.
Training and Development: Providing training and support to service partners to ensure high-quality service delivery.
-Soft Skills
Adaptability: Being flexible and adaptable to changing conditions and requirements.
Attention to Detail: Ensuring accuracy and thoroughness in all service-related activities.
Customer-Focused Mindset: Keeping the customer's needs and satisfaction at the forefront of all service decisions

Competency Requirements:

- Technical Competency
PV Systems Knowledge: In-depth understanding of PV technologies, system components, and their operational principles.
Technical Support Expertise: Proficiency in diagnosing and resolving technical issues related to PV systems.
Industry Standards and Compliance: Familiarity with industry standards (such as NEC, IEC) and regulatory requirements relevant to PV installations and maintenance.
- Leadership and Team Management Competency
Leadership: Ability to lead and motivate service teams to achieve high performance and meet service goals.
Team Development: Providing mentorship and training to develop team members' skills and knowledge.
Conflict Management: Effectively managing conflicts within the team and with service partners.
- Quality Assurance Competency
Quality Standards: Ensuring all service activities meet established quality standards and regulatory requirements.
Continuous Improvement: Implementing continuous improvement processes to enhance service quality and operational efficiency.
Inspection and Audit: Conducting regular inspections and audits to verify the quality of service work.

Professional Experience:

- On site installation of Photovoltaic systems experience with at least 3 years.
- Technical support for the installers onsite or through any platform (hotline/websites)
- Supporting on the technical issues
- Escalating when needed and providing RMA (Return Merchandise Authorization) processes
- Building a strong relationship with the after sales team
- Joining the service partner events and discuss new service strategies
- Gathering the voice of the service partners and sharpen the current methodologies accordingly

What We Offer: We offer you an exciting professional career in one of the leading and fastest growing multinational telecommunication companies, challenging work and a competitive salary package. Personal development is ensured through many training opportunities across Europe. 

Important: To be considered for this role, applicants must be eligible to work and live in the job location.

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