Service Operations Specialist - Germany

Servus und herzlich willkommen bei uns hier in Sungrow! We are thrilled to introduce a role that sits right at the heart of our service operations - keeping things moving, customers informed, and repairs running like clockwork. As our Service Operations Specialist, you will be the backbone of our after-sales service flow in Germany. Curious what this is all about? Let's dive right in:

• Arrange and coordinate return shipments for defective units, ensuring smooth and timely logistics from the moment a return request is raised.
• Respond to customer inquiries and emails regarding return requests, providing clear guidance and a reassuring point of contact throughout the process.
• Support customers in correctly completing return forms and compiling all required documentation, making the process as seamless as possible.
• Manage the end-to-end paid repair process - from quotation preparation and equipment collection through to repair coordination and return shipment.
• Monitor repair progress and maintain proactive, timely communication with customers at every stage of the journey.
• Coordinate transportation arrangements with third-party repair service providers, registering pickup and delivery schedules and ensuring all shipping documentation is in order.
• Act as the key communication bridge between customers, logistics providers, and repair partners - keeping all parties aligned for efficient and on-time service delivery.

All right, all right - that was quite the journey, wasn't it? Now, in order to fit into this role and thrive here for a long time, your ideal background should look a lot like this:

• You bring solid experience in after-sales service, service operations, logistics coordination, or a comparable customer-facing operations role.
• You are comfortable managing end-to-end processes independently - from documentation and quotation to shipment tracking and stakeholder updates.
• You have hands-on experience with RMA processes, return management, or repair coordination workflows.
• You are a natural communicator who can confidently liaise with customers, or a comparable customer-facing operations role.
• You are detail-oriented and organised, able to handle multiple open cases simultaneously without losing track of deadlines or documentation.
• German and English proficiency at C1 level is required, given the daily customer communication in the German market; additional European languages are a plus.
• Proficiency in MS Office and familiarity with ticketing or CRM systems is expected; experience with SAP or similar ERP tools is a bonus.

Join our Service Operations team - a department that directly shapes the customer experience at Sungrow. Every return managed efficiently, every repair coordinated on time, and every customer kept informed is a direct contribution to our reputation as a reliable and customer-first greentech company.
At our Munich headquarters, you will work in a dynamic, multinational environment where your organisational skills and communication strengths truly make a difference. Here is what else awaits you:

• Mobility package: Job-Rad and e-bike options - powered by solar, of course!
• Performance-based bonus tied to smart, agreed KPIs.
• A vibrant, multicultural team with European and international exchange.
• Opportunities to grow your knowledge of solar inverters, energy storage, and EV charging solutions.
• Training at our Munich HQ and the possibility to visit our R&D facilities in China.