Position : Senior Manager - Post Sales Operations and Warranty
Experience : 5-10 Years
Location : As per company discretion (Asia Pacific & India)
Travel : Up to 50% per year (domestic and international)
Reporting to : Head Post Sales Operations and Performance Commitments
Job Summary
First Solar is seeking a strategic and highly experienced Senior Manager - Post Sales Operations and Warranty to lead all customer-facing, post-sales activities across the Asia Pacific region, with a focus on India. The ideal candidate will have 510 years of experience in managing complex programs and projects, preferably within the green energy or photovoltaic industry. This role is pivotal in ensuring best-in-class customer service and loyalty by managing a regional team and continuously improving service offerings, technical support, and warranty processes.
Essential Responsibilities
Team & Talent Management :
- Manage, develop, and mentor a regional team focused on customer support services, including warranty and field services.
- Ensure the team is equipped to handle all post-sales contact fulfillment and service offerings for all First Solar products.
Process & Strategy Management :
Develop and implement regional processes with global consistency for all product offerings.Provide recommendations on the structuring of future warranty product offerings and support cross-functional project teams to establish new warranty processes in new markets.Customer Relationship & Satisfaction :
Act as the primary point of contact for external customers to build deep relationships and ensure high satisfaction.Proactively manage communications with customers regarding site registrations, warranty processing, technical support, and other post-sales issues.Issue Resolution & Root Cause Analysis :
Manage the resolution of customer issues by setting up effective processes and cross-functional team engagement.Lead root cause analysis on recurring issues to implement streamlined and improved solutions.Operational Oversight & Compliance :
Oversee daily operations of warranty inspection and service centers. Monitor project budgets, liquidated damages, and penalties.Ensure strict compliance with all contractual conditions and SOX / CAPs for all processes within the area of responsibility.Third-Party Vendor Management :
Actively manage third-party vendors to ensure the efficient and effective delivery of services according to service level agreements.Performance Monitoring & Reporting :
Manage the regular review of key performance indicator (KPI) reports to track progress and identify areas for continuous improvement.Cross-Functional Collaboration :
Collaborate with and manage the expectations of cross-functional teams, including Business Development, Finance, Logistics, Supply Chain, Product Management, Quality, and Operations & Maintenance, to support and resolve customer issues.Required Skills & Competencies :
5 to 10 years of work experience, with a focus on project / process management and prior global experience in customer service, customer relationship management, and warranty.A BS degree in a scientific or engineering field. A Master's in Business Administration (MBA) is preferred.In-depth working knowledge of key business units, including Order Management, Logistics, EPC, and EHS.Proven experience in managing multiple complex programs and projects.Demonstrated excellence in achieving outstanding results in a dynamic, changing environment.Strong problem-solving skills and the ability to work in difficult customer situations.Excellent verbal and written communication skills with both external customers and internal cross-functional teams.Proficiency in all Microsoft Office suite programs.Working knowledge of SAP (Sales / Logistics).Strong organizational, leadership, and negotiation skills.Must be motivated to work independently with minimal supervision.(ref : iimjobs.com)
