HW Practical Engineer, R&D

• Nov 2022 - Present

- Residential 3ph Inverters

Senior Technical Service Specialist - Tier 2, Support

• Feb 2022 - Nov 2022

Technical Service Engineer - Tier 2, Support

• May 2020 - Jan 2022

Responsibilities:- acting as T2 level giving supporting and consulting for the T1 members - point of contact of the local region (Support IL) to Support HQ- manage technical escalations to T3 and high-level case analysis- running a weekly tech sync meeting between Tier2 and Tier3 levelsAccomplishments:- handling dozens of technical escalations in a week at very high pace- Advising and guiding the Tier 1 team and make them grow professionally- Succeed in solving very complex problems- I was awarded in 'quarter's high performers' for Q42020 in ROW Show less

Technical Service Engineer - Tier 1, Support

• May 2018 - Apr 2020

Responsibilities:- Acting as a point of contact, interacting with customers using multiple support channels (phone, email, CRM)- Provide technical support, troubleshooting, and diagnosis of SolarEdge's products (inverters, optimizers, monitoring portal, etc.) By using vast knowledge - product schematics, data stored in the knowledge base, and other sources of information- Escalate unresolved cases to the relevant tiersAccomplishments:- work at a very high pace and on a high scale - providing professional service to customers and presenting very strong KPI achievements- manage to handle hundreds of cases during the week- learning day by day and new capabilities - mentoring and guiding new members of the team- collaborate with coworkers in another department - dispatch field engineers and coordinate the site visits Show less

Dell EMC | Enterprise Tech Support Analyst

• May 2017 - Apr 2018

CGS is Outsourcing Company to provide Dell Customer Support and ServiceResponsibilities:- Providing ProSupport service for Dell PowerEdge servers in the Israeli market.- Providing professional and efficient telephone answer for customers who hold 4-Hour On-Site Service or Next Business Day Onsite Response warranties.- dispatching technicians to replace components after troubleshooting with customers by phone.- Performing escalations to Quality Leader Team and for Resolution Manager.Accomplishments:- Compliance with high KPIs on weekly basis.- The team managed to stand at 100% SLA for weeks and over 95% to all period Show less

Dell Tech Support Analyst

• Oct 2016 - Apr 2017

CGS is Outsourcing Company to provide Dell Customer Support and ServiceResponsibilities:- Providing technical support for Dell computers, monitors and docking stations in the Israeli market.- Providing a quick and efficient telephone answer to NBD warranty holders.- dispatching technicians to replace components after troubleshooting with customers by phone.- Performing escalations to Tier 2 and Tier 3.Accomplishments:- Compliance with high KPIs on weekly basis.- 5 weeks in a row, 100 percent success in sending technicians with an accurate component. Show less

Control Panel Builder

• Aug 2014 - Dec 2015

My first job in the field of electricity while I was studying practical engineering in electricity Responsibilities: - Receiving a project of building an electrical cabinet from the manager, then receiving an electrical plan for the cabinet from the engineering department - Receiving equipment and starting construction of the electrical cabinet - Mounting all the components, such as Copper busbar, Circuit Breakers, RCDs, Contactors, voltmeters, ammeter and control systems etc. into the panel according to the approved plan layout. - At the end of the work, a inspection is performed on the cabinet by an engineer and approval for shipment. Accomplishments: - building to all industries such distribution boards, industrial boards and smart boards. experience in - - Reading electrical plans and schematics from Autocad - Execution of a project of hundreds of small electrical cabinets for a hotel in London in a in timely fashion. Show less

Service Operations Manager

• Feb 2009 - Jul 2014

Family business - doing everything: receiving new orders, providing service and hospitality to spa’s customers, inventory management and product ordering and maintenance and operation works Family business - doing everything: receiving new orders, providing service and hospitality to spa’s customers, inventory management and product ordering and maintenance and operation works