After Sales Manager

HYPERSCAL SOLUTIONS PTE. LTD.; Singapore; On-site; SGD 72,000 - 90,000; Full time

Job summary

A prominent solar energy company in Singapore seeks an experienced after-sales/service manager to lead warranty claim management and installation deviations. The ideal candidate holds a bachelor's degree in engineering and has over 5 years in similar roles, preferably in the solar sector. You will work closely with customers to ensure satisfaction, manage claims processes, and provide technical support. Excellent problem-solving and organizational skills are essential for this role.

Qualifications

• 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.

Responsibilities

• Lead the global warranty team to process incoming warranty claims.
• Manage installation deviation request activities and ensure timely releases.
• Evaluate feedback from customers and manage warranty resolutions.

Skills

Problem-solving abilities

Excellent organizational skills

Customer service commitment

Ability to work in a team

Ability to influence others

Highly energized and driven

Education

Bachelor's degree in engineering or equivalent

Tools

SharePoint

MS Office

Claims workflow systems

Job description

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
• Good command of English, proficiency in other languages (e.g. German, Japanese or Mandarin…) is an asset

Please note that your application will be sent to and reviewed by the direct employer - REC Group