After Sales Manager - Singapore - HYPERSCAL SOLUTIONS PTE. LTD.

HYPERSCAL SOLUTIONS PTE. LTD.
HYPERSCAL SOLUTIONS PTE. LTD.
Verified Company
Singapore

3 weeks ago

Wei Jie

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Wei Jie

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Description

COMPANY DESCRIPTION


REC Group is an international pioneering solar energy company dedicated to empowering consumers with clean, affordable solar power through high-quality solar panels with a leading power density.

As Solar's Most Trusted, REC is known for its patented innovations and multiple award-winning products with reliable long-term performance. The cornerstone for REC's strong reliability is advanced and highly efficient manufacturing using Industry 4.0 practices.

Founded in 1996 in Norway, REC has always been committed to a low carbon footprint in its solar materials and panels.

REC is headquartered in Norway with operational headquarters in Singapore and regional hubs in North America, Europe, and Asia-Pacific.

As of December 2021, REC is part of Reliance Industries Limited, India's largest private sector company with revenues of USD 104.6 billion.


RESPONSIBILITIES

I. Warranty Claim Management

  • Lead the global warranty team to effectively process incoming warranty claims by ensuring prompt responses and achieving set processing cycle time target(s).
  • Responsible for sustaining & continuous improvement to CWCS (customer warranty claims system) platform to meet evolving business requirements.
  • Establish a standardized claim technical judgement and resolution workflow for global warranty team; and provide training to Regional Technical Support whenever required.
  • Lead the warranty claim resolutions e.g. RMA & Goodwill; and propose recommended options to decisionmaking committees for approval.
  • Monitor the warranty expenses, and ensure compliance to limited warranty terms, or unique liabilities from customer contracts and/or regional regulations and laws.
  • Work with Customer Quality to manage the approval of related expenses in claim resolutions; and ensure appropriate and prompt charging to warranty provision or operation expenses account.
  • Provide technical support in regional markets in technical requests and escalations.
  • Handle the claim communication documents for external response to customers, e.g. statement letter.
  • Product recall & Fire incident management Lead the followup investigation by relevant stakeholders; and provide reaction plans to decisionmaking committees for approval.
  • Warranty replacement management Develop proposals in warranty product replacement business case for existing and endoflife products; and handle replacement modules stock at respective global 3rd party warehouse(s).
  • Review customers' feedbacks from NPS on warranty claim servicing and quality; and evaluate the results with Customer Quality & Global Technical Support to take actions to sustain, retain and enhance levels of customer satisfaction.
  • Review new customer contracts with Sales and Marketing, Legal and Customer Quality on warranty unique liability terms and customer specific requirements and provide recommendations.

II. Installation Deviation Request Management

  • Manage installation deviation request activities and ensure timely release of installation waiver letter to Global Technical Sales Manager(s).
  • Lead a crossfunctional team (i.e. New Product Development, Technology, Quality, and Product Test and Certification) to evaluate the request, align the test plan & schedule, assess the test results, and provide recommendation to the RPDM.
  • Create and release the waiver letter to Product Management team after RPDM approval.
  • Report the status of the ongoing Installation Deviation Requests (IDRs) during Product Management Meeting.

III. Claims Review Deep dive reporting

  • Cowork with Customer Quality in the quarterly deep dive analysis to provide insights from voice of customers feedback to management team.
  • Quarterly warranty claim report for distribution to Product Management team and presentation at the Product Management Meeting.
  • Work closely with Customer Quality and Global Technical Sales Managers to ensure Energy Yield benchmarking sites are operational and degradation studies are completed in a timely manner.

IV. Customer Profiling

  • Sales and Marketing representative to evaluate the visual appearance of new product or material as requested; and define appropriate product specification.
  • Work with Global Technical Support to conduct field visits on customers (e.g. end user, installers, distributors) for warranty and aftersales process to evaluate product/ performance/ service feedback; and define improvement to drive customer satisfaction.

QUALIFICATIONS

  • Possess at least a bachelor's degree in engineering or equivalent.
  • Career history within an aftersales / service manager position preferred (>5 years).
  • Experience in the solar industry is preferred.
  • Knowledgeable on solar cell and panel process flow.
  • Ability to work in a team as well as independently; ability to influence others.
  • Highly energized and driven to complete tasks ahead of schedule.
  • Problemsolving abilities, with the ability to balance operations and customer/S&M c

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