LAC Module Customer Service Supervisor

Trina Solar; Santiago; Presencial; CLP 12.000.000 - 22.000.000; Jornada completa

Descripción de la vacante

Trina Solar is seeking a motivated engineer to support warranty and technical service activities across the LAC region. You will manage warranty cases, perform root-cause analyses, and coordinate with HQ engineering for dispositions, while providing on-site and remote support for utility-scale PV projects.

Required are a STEM degree, 2–4 years in solar PV, familiarity with PV modules and field troubleshooting, and travel availability within LAC; English and Spanish proficiency is essential for

Formación

• Bachelor's degree in Mechanical or Electrical Engineering or related STEM field.
• 2–4 years of experience in solar PV, preferably in technical service, EPC, or O&M.
• Practical experience with PV module technology, installation standards, and field troubleshooting.
• Experience in warranty or claims management, root-cause analysis, and corrective action coordination.
• Willingness to travel regularly within the LAC region for site visits and customer support.

Responsabilidades

• Manage full lifecycle of PV module warranty cases from registration to closure.
• Maintain accurate case records in Salesforce CSP with timely updates and traceability.
• Conduct root-cause analyses and coordinate with HQ engineering for dispositions.
• Provide on-site and remote technical support for utility-scale solar projects in LAC.
• Prepare formal technical responses and contribute to KPI reporting and documentation.

Educación

Bachelor's degree in Mechanical or Electrical Engineering

Herramientas

Microsoft Excel

Microsoft Word

PowerPoint

Salesforce CSP

Descripción del empleo

Responsibilities

1. Warranty & Claims Management

• Manage the full lifecycle of PV module warranty cases submitted by LAC customers — from initial registration through root-cause analysis, corrective action, and formal closure.
• Operate and maintain accurate case records within the Salesforce Customer Service Portal (CSP), ensuring timely updates, escalation, and full traceability of all managed issues.
• Conduct root-cause analyses on reported PV module defects, coordinating investigation outcomes with HQ engineering teams and communicating results and dispositions to customers.
• Monitor and manage regional service mailboxes, ensuring prompt and professional response to all technical and warranty inquiries.

2. On-Site & Remote Technical Support

• Provide on-site and remote technical support for utility-scale solar PV projects across the LAC region, including module inspections, installation assessments, troubleshooting activities, and warranty evaluations.
• Deliver technical training sessions to distributors, installers, EPC contractors, and end customers on PV module handling, installation requirements, and warranty procedures.
• Assess and document field conditions during site visits, identifying non-conforming installations and coordinating corrective actions with O&M and EPC teams.

3. HQ Interface & Communication

• Serve as the primary communication link between LAC customers and Trina Solar's headquarters in China, ensuring accurate and timely escalation of complex technical issues.
• Coordinate with HQ Customer Service and Engineering teams on cases requiring factory-level investigation, technical disposition, or deviation approval.
• Translate regional customer requirements and field conditions into structured technical reports for internal review and decision-making.

4. Reporting & Documentation

• Prepare and issue formal technical responses to customer and contractor inquiries, ensuring alignment with scope of supply and contractual obligations.
• Track the resolution status of open technical issues across concurrent LAC projects, contributing to weekly KPI reporting and progress updates to the Warranty Service Manager.
• Maintain complete and accurate technical records for all managed cases, ensuring traceability of investigations, decisions, and corrective actions.

5. Cross-Functional Support

• Support the regional sales team by addressing technical inquiries from prospective and existing customers during pre- and post-sales interactions.
• Contribute to quality improvement initiatives by providing structured field feedback on product performance, installation trends, and recurring issues across the LAC market.

Requirements

Education & Experience

• Bachelor's degree in Mechanical Engineering, Electrical Engineering, or a related STEM discipline.
• 2–4 years of experience in the solar PV sector, preferably in technical service, EPC, or O&M roles.
• Practical experience with PV module technology, installation standards, and field troubleshooting.
• Experience in warranty or claims management, root-cause analysis, and corrective action coordination.
• Willingness to travel regularly within the LAC region for site visits and customer support activities.

Technical Skills

• Strong understanding of PV module performance parameters, degradation mechanisms, and common field defects.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Experience with CRM or customer service platforms; Salesforce CSP preferred.
• Ability to prepare clear, accurate technical documentation and formal correspondence in English and Spanish.

Languages

• Spanish — Native or bilingual proficiency (required).
• English — Professional working proficiency (required for HQ coordination and technical documentation).

DESIRABLE

• Experience in EPC construction, commissioning, or O&M of utility-scale solar PV projects.
• Portuguese language skills — intermediate or above.
• Familiarity with IEC standards applicable to PV modules (IEC 61215, IEC 61730).
• Prior experience coordinating with engineering teams across different time zones and cultural contexts.

We offer you