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.
Find out more at recgroup.com
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 decision-making 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 follow-up investigation by relevant stakeholders; and provide reaction plans to decision-making committees for approval.
- Warranty replacement management Develop proposals in warranty product replacement business case for existing and end-of-life 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 cross-functional 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
- Co-work 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 after-sales 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 after-sales / 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.
- Problem-solving abilities, with the ability to balance operations and customer/S&M considerations.
- Excellent organizational skills and a strong commitment to customer service.
- Proficient in SharePoint, MS Office, Claims workflow.
- Knowledgeable in REMES, SAP system presentation, written, verbal communication skills.
- Critical thinking, active listening, analytical, positive, proactive, independent, cool under pressure, customer-oriented, sense of urgency, attention to detail
