Operation & Customer Service Specialist

Sungrow; North Sydney Council; On-site; AUD 60,000 - 80,000; Full time

Job summary

Sungrow is seeking an experienced Operation & Customer Service Specialist based in North Sydney Council. This role involves overseeing escalated warranty cases, negotiating outcomes with customers and installers, and ensuring service delivery aligns with company policies.

The ideal candidate will have at least 1 year of experience in a technical field, strong negotiation skills, and the ability to manage complex customer interactions. This position offers an opportunity to contribute to sustainable energy solutions.

Qualifications

• 1+ years experience in administration, service coordination, or customer operations in a technical field.
• Strong negotiation and conflict resolution skills.
• Excellent written and verbal communication with professional presence.

Responsibilities

• Oversee RMA processing, replacement orders, and logistics coordination.
• Lead and manage escalated warranty claims.
• Communicate warranties decisions clearly.

Skills

Negotiation and conflict resolution

Problem-solving skills

Technical understanding

Communication

CRM proficiency

Job description

Sungrow Power Supply Co., Ltd. (Stock code: 300274) is a global leader in renewable energy, specializing in innovative solar, wind, energy storage, hydrogen, and EV solutions. Since 1997, its cutting‑edge technologies, including photovoltaic inverters and energy storage systems, have powered over 180 countries, with a total installed capacity surpassing 740 GW by the end of 2024. Committed to “Clean power for all,” Sungrow continues to shape the future of sustainable energy.

Job Overview

The Operation & Customer Service Specialist is responsible for overseeing escalated warranty cases, negotiating outcomes with customers and installers, and ensuring that service delivery aligns with company policies and customer expectations. This role requires a basic-technical understanding, problem‑solving skills, and the ability to manage escalations professionally. You will act as the key point of contact between customers, installers, distributors, logistics partners, and internal technical and commercial teams.

Key Responsibilities

1. Operational & Workflow Management

• Oversee RMA processing, replacement orders, field service requests, and logistics coordination.
• Review and refine warranty workflows to improve efficiency, turnaround time, and accuracy.
• Assist in developing training materials and warranty process guidance for the broader team.
• Contribute to service performance reporting and root cause analysis.
• Ensure service stock availability by coordinating with the warehouse and monitoring inventory levels.

2. Warranty Case Handling

• Lead and manage escalated warranty claims.
• Assess case validity based on policy, and service history, as well as product data etc.
• Make informed decisions on warranty outcomes, compensation levels, and replacement paths.
• Negotiate resolutions with customers, installers, and partners to achieve fair and cost-effective outcomes.
• Prepare formal case summaries, justification notes, and approvals where required.

3. Stakeholder Communication & Negotiation

• Act as the escalation contact for disputes, service complaints, and service delays.
• Communicate warranty decisions clearly and confidently.
• Balance customer satisfaction with commercial risk considerations.
• Facilitate discussions between installers, distributors, and internal engineering teams.
• Support relationship management with key installation partners and service providers.

Requirements

• 1+ years experience in administration, service coordination, or customer operations (solar, electrical, HVAC, appliances, or similar technical field preferred).
• Strong negotiation and conflict resolution skills.
• Ability to assess situations and make balanced, sensible decisions.
• Excellent written and verbal communication with professional presence.
• Experience handling escalations and complex customer interactions.
• High attention to detail, strong administrative accuracy, and CRM proficiency.
• Ability to prioritise multiple tasks and work under time pressure.

Personal Attributes

• Confident communicator who can manage difficult conversations constructively.
• Solutions-focused mindset with strong commercial awareness.
• Collaborative team member with leadership influence.