Service Operations Specialist

Sungrow MENA & Central Asia; Dubai; On-site; AED 179,000 - 257,000; Full time

Job summary

Sungrow MENA & Central Asia is seeking an experienced customer operations professional to own end-to-end support for Residential energy storage products, including pre-sales inquiries, installation follow-up and after-sales support.

You will build SOPs and knowledge bases, track tickets with technical teams and drive improvements across COE. Fluent English and 3+ years in customer service are required, with energy storage exposure preferred. Based in Dubai with on-site responsibilities.

Qualifications

• Bachelor's degree or above; 3+ years in customer service or user operations
• 1+ year in energy storage, PV, electrical or home-appliance industries preferred
• Solid understanding of Residential ESS fundamentals: battery systems, hybrid inverters, EMS and monitoring apps
• Proven experience creating SOPs/knowledge bases and designing service workflows
• Strong data analysis skills (Excel) and hands-on with ticketing/call-center systems
• Fluent English (written and spoken) for global markets

Responsibilities

• Handle inquiries and complaints on Residential ESS products including battery/BMS, inverters, and monitoring apps
• Build and maintain SOPs, scripts and a knowledge base for installation, commissioning, alarms, and FAQs
• Track tickets end-to-end; coordinate with technical support, installers and partners
• Monitor service KPIs and deliver periodic operations reports
• Analyze ticket data to identify top issues and drive improvements with COE teams
• Run proactive outreach (firmware updates, alerts); manage user communities and satisfaction callbacks

Skills

Customer service

Data analysis

Empathetic communicator

De-escalation

English fluency

Education

Bachelor's degree or above

Tools

Ticketing systems

Call-center systems

Job description

Own end-to-end customer service operations for Residential energy storage (RES) products - covering pre-sales inquiries, installation follow-up and after-sales support - delivering fast, professional resolution for users.

Key Responsibilities

• Handle customer inquiries and complaints on Residential ESS products: battery/BMS, hybrid inverter, on/off-grid switching, monitoring app, troubleshooting and warranty.
• Build and maintain service SOPs, scripts and a knowledge base covering installation, commissioning, alarms and FAQs.
• Track tickets end-to-end; coordinate with technical support, installers and local service partners to ensure timely resolution.
• Monitor service KPIs (first-time resolution, response time, ect.) and deliver periodic operations reports.
• Analyze ticket data to identify top issues and drive improvements with COE teams.
• Run proactive outreach (firmware updates, extreme-weather alerts); manage user communities and satisfaction callbacks.

Requirements

• Bachelor's degree or above; 3+ years in customer service or user operations; 1+ year in energy storage, PV, electrical or home-appliance industries preferred.
• Solid understanding of Residential ESS fundamentals: battery systems (BMS), hybrid inverters, on-grid/off-grid operation, EMS, monitoring apps.
• Proven experience creating SOPs/knowledge bases and designing service workflows.
• Strong data analysis skills (Excel); hands‑on with ticketing/call‑center systems.
• Empathetic communicator, skilled at de‑escalating and resolving complaints.
• Fluent English (written and spoken) for global markets.

Nice to Have

• Customer service or after-sales experience with storage brands (e.g., Tesla Powerwall, Huawei, Sungrow, Pylontech, Deye).
• Familiarity with MENA market service models.
• Community operation or user growth experience.