Manager, Customer Warranty

Manager, Customer Warranty Problem Solving (Presential or Remote, Full-time)

TPI Composites

TPI Composites is the leading wind-blade manufacturer and the only independent wind blade manufacturer with a global footprint. We are looking for a motivated Problem-Solving Manager to join our Customer Warranty Management (CWM) Department. The position reports to the Director, CWM Department.

Key objectives

The new Customer Warranty Management (CWM) Department oversees TPI Composite blade products Quality at customer sites (windfarms) within Warranty period. As our new Problem-Solving Manager, you are an excellent communicator, a people leader, and a recognized knowledge technical leader in the area of composites engineering, manufacturing and problem solving with direct and applicable knowledge on wind blades. In this role you will lead a team of problem solvers, both technical leads and project managers, and drive the CWM Department towards the highest level of efficiency in resolving complex problems and exceed TPI Composites customers’ expectations.

Main Responsibilities :

• Lead a team of Technical Leads (TL’s) & Project Managers (PM’s) responsible for the management of open Warranty projects across all customers and following the internal CWM process.
• Manage the team’s resource to support the demand from CWM Customer Relations Managers.
• Act as internal (back-office) leader overseeing all Warranty projects, however being available to support the CWM Customer Relations Managers with key customer communications on demand.
• Grow the team and continuously assess its capabilities to efficiently respond to the business demand. Work closely with the CWM Customer Relations managers to understand the customer and new project demand and maintain an overall project resource planning, forecasting and escalate resource shortages (Note : the work scope and resource utilization expected to be unpredictably dynamic over the 1st year of creation of the team).
• Monitor the progress and ensure consistency between all open Warranty projects and take accountability in delivering on time results and quality overview status / reports. Regular overview project reporting and Escalation of high risks to Executive leadership.
• As an expert in Problem solving and Blades technologies / Engineering / Quality, continuously mentor the team technically and on CWM process.
• Work with the CWM Lean System leader to continuously improve the CWM process.
• Work with the CWM Customer Relations managers and System manager and take initiatives to continuously improve customers satisfaction about TPI ability to efficiently respond to unpredicted urgent risks.
• Support TL’s & PM’s in escalation of internal project resource allocation from other functions (ENG-Quality-Production) when required.
• As a Blades technical expert, take accountability for the quality of Warranty projects Technical Reviews (TR) gates passage (TL’s responsibility).
• From time to time may have to temporarily step in and take lead in some critical Warranty projects according to criticality and temporary shortage in resources and skills.

Qualifications & Experience

• Degree in Engineering required. MSc or MBA or PhD preferred.
• Minimum 15 years related industry experience required with minimum of 10 years wind blade composites experience preferred.
• Experience in project management with PMP certification preferred.
• Lean 6-sigma black belt certification & strong track record in problem analysis and problem resolution.
• Computer proficiency & Excellent presentation skills.
• Quality orientation and high attention to detail.
• Ability to work with vendors, customers and employees.
• Experience working with high performance teams.
• Ability to maintain safe work environment.
• English fluency; speak, read, write.

Personality & Leadership :

• Flexible, pragmatic, open and positive personality with “can-do-attitude”.
• Strong leadership, mentoring, organizational and communication skills.
• Excellent interpersonal skills and attention to detail.
• Self-motivated, proactive, solutions-driven change agent required.
• Ability to work in a matrix environment.
• Able and willing to travel internationally about 35%.

Location :

• Presential candidates will be considered only from the following countries : Mexico, Turkey, India, Denmark, Germany.
• Remote candidates will be considered only from the following countries : Denmark, Germany, Spain, UK, USA, Mexico.

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