Sr Manager- Post Sales Ops and Warranty APAC IND

First Solar reserves the right to offer you a role most applicable to your experience and skillset.  

Basic Job Functions:

Position will be responsible for the managing all post-sales customer facing activities in the Asia Pacific Region with focus to be world’s premier provider of PV modules. This includes management and continuous improvement of the service offerings, providing market feedback on both internal and services processes, as well as product lifecycle experience (delivery, installation, operation, etc.). The Senior Manager will manage a regional customer service team, including warranty service and field services, that will execute local installer training, new product launch support, warranty evaluation, technical support inquiry response & manage customer satisfaction matters.  The role will require cross-functional collaboration with, but not limited to, Business Development, Finance, Logistics, Supply Chain, Product Management and Quality teams.

It is critical for First Solar to ensure best in class customer service to achieve customer loyalty while ensuring cost transparency and reduction. The Regional Customer Support Services department is responsible for all service and warranty topics globally including (i) inquiry handling and technical support: general, warranty and technical support via phone, email or at customer site (ii) customer plant performance analysis, customer trainings, field Inspection services; and (iii) Warranty Services: warranty claim handling for all FSLR products including management of regionalized Warranty Inspection and Service Centers, special campaign management (iv) Management of active warranty campaigns and new risk areas to ensure brand reputation.

Education:

• BS degree in a scientific or engineering field
• Master’s degree in Business Administration or related field preferred
• 5-10 years’ work experience, preferably in green energy industry or global organizations. 
• 5-10 years’ experience in project/process management
• Prior global experience in customer service, customer relationship management and warranty required 
• Experience in a photovoltaic or power generating industry preferred

Required Skills/Competencies:

• Excellent verbal and written communication skills handling external customers
• Demonstrated excellence in customer relationship
• Excellent verbal and written communication skills across multiple levels of FS cross functional teams
• Proven experience in achieving outstanding results within a changing environment
• Ability to demonstrate a high level of commitment to the customer’s success
• Management of multiple complex programs and projects.
• Demonstrated experience in development and implementation of internal & external continuous improvement processes across multiple stakeholders
• Ability to lead cross-functional teams within an international network of associates and contractors with minimum supervision
• Excellent international and top management communication, negotiation and interpersonal skills
• Ability to work in difficult customer situations
• Strong problem-solving skills/experience
• Possess SAP knowledge (Sales/Logistics)
• In depth working knowledge of the following business units and their key performance objectives within FS :
• Proficient use of all Microsoft Office suite programs
• Leadership skills
• Excellent English Language skills, additional language beneficial
• Aid in the development of global processes with regional customization for all First Solar product offerings 
• Support cross-functional project teams to establish warranty processes and service capabilities in new countries to ensure all aspects of warranty service is executable prior to warranty claim submission
• Provide recommendations on structuring of future warranty product offerings from an execution and enterprise capabilities position
• Other duties as assigned
• Job description subject to change at any time
• Be a team player 
• Proven problem-solving skills
• Must be motivated to work independently & with minimal supervision
• Must have strong organizational skills
• Change oriented and adaptable to changing business situations
• Order Management, Logistics, EPC, EHS/Recycling, Business Development, Quality, Operations & Maintenance groups

Essential Responsibilities:

• Manage Regional Customer Support Services Team
• Develop regional team & talent to ensure effective contact fulfillment and post sales service including warranty service for all FSLR offerings
• Monitor Project Budget, Restrictions, Liquidated Damages/Penalties etc. and manage project execution schedule
• Manage contact with external customers to ensure deep customer relationship & satisfaction
• Setup processes & cross functional team engagement to support & resolve customer issues
• Manage root cause analysis on issues including improved & streamlined solution resolution and implementation
• Manage regular review of KPI reports
• Ensure compliance with all conditions in the Agreements/contracts and SOX/ CAPs
• Manage expectations of customer deliverables through proactive management of cross functional teams such as Business Development, Finance, Logistics & Quality & Compliance
• Manage proactive communication with Customers on status of post-sales support issues including, but not limited to; site registrations, warranty processing, end-of-life module collection, customer complaints, system performance concerns and other technical support questions
• Manage the execution of a special campaign operating plan in the specific regions
• Manage Warranty Inspection and Service Center operations in the respective regions
• Actively manage 3rd party vendors for respective regions to ensure efficient delivery & execution according to Service Agreements.
• Maintain technical, product, and application knowledge commensurate with FS’s product offerings.
• Effectively communicate identified gaps, develop requirements and prioritize supporting continuous improvement efforts for the region in support of new product development, product enhancements, performance commitment offerings, application adaptions, and/or regional customer satisfaction.
• Supports culture of continuous improvement by fostering a collaborative environment.
• Interact with internal and external customers to understand their needs, coordinate activities and drive to claims closure
• Manage training of internal/external customers on Customer Service & Warranty related topics
• Ensure compliance with SOX and CAPs for processes within area of responsibility
• Support the development, execution, and maintenance of a Global Customer Support Services operating system that satisfies global requirements, enables enterprise wide decision making and drives continuous improvement efforts

Reporting Relationships:

• Reports to Head – Post Sales Operations and Performance Commitments

Travel:

• Up to 50% travel maybe required per year (mostly domestic, with some internation

Physical Requirements:

Hybrid Physical Requirements:

• Will sit, stand or walk short distances for up to the entire duration of a shift
• Will climb stairs on an occasional basis
• Will lift, push or pull up to 27 pounds on an occasional basis
• Required to use hands to grasp, lift, handle, carry or feel objects on a frequent basis
• 20/40 vision in each eye, with or without correction, is required
• Must be able to comply with all safety standards and procedures
• May reach above shoulder heights and below the waist on a frequent basis
• May stoop, kneel, or bend, on an occasional basis
• Ability to wear personal protective equipment is required (including but not limited to; steel toed shoes, gloves, safety glasses, hearing protection, protective jacket or apron and arm guards)
• All associates working on the production floor may be required to wear a respirator at any given time and thus, the ability to wear a respirator is a condition of employment and continued employment (requires little or no facial hair)

Office Physical Requirements:

All positions in our office require interaction with people and technology while either standing or sitting. In order to best service our customers, internal and external, all associates must be able to communicate face-to-face and on the phone with or without reasonable accommodation. First Solar is committed to compliance with its obligations under all applicable state and federal laws prohibiting employment discrimination. In keeping with this commitment, it attempts to reasonably accommodate applicants and employees in accordance with the requirements of the disability discrimination laws. It also invites individuals with disabilities to participate in a good faith, interactive process to identify reasonable accommodations that can be made without imposing an undue hardship.

Potential candidates will meet the education and experience requirements provided on the above job description and excel in completing the listed responsibilities for this role.   All candidates receiving an offer of employment must successfully complete a background check and any other tests that may be required.  

Equal Opportunity Employer Statement: First Solar is an Equal Opportunity Employer that values and respects the importance of a diverse and inclusive workforce. It is the policy of the company to recruit, hire, train and promote persons in all job titles without regard to race, color, religion, sex, age, national origin, veteran status, disability, sexual orientation, or gender identity. We recognize that diversity and inclusion is a driving force in the success of our company.