The Position:This vital role is responsible for two critical programs in Sungrow Service: Service Project Management and Warranty/Out-of-Warranty Work Program. You are expected to lead and manage cross-company teams to drive timely execution of warranty claims and implement and monitor Service-related work scopes as the Project manager responsible for customer communication, commercial P&L, and technical liaison. As the lead for the Service teams, engage with internal departments and business lines and take appropriate follow-up actions to validate warranty work, execute expeditious and efficient claims response, and also recover out-of-warranty costs while ensuring compliance with contractual requirements, all the while reporting on progress to senior management and provide analysis, insights, and trends to reduce warranty cost while achieving customer success.
Essential Duties and Responsibilities:- Own and manage customer relationships for operating assets and customer accounts in PV and BESS
- Establish, implement, and maintain a robust customer escalation program and its related processes, procedures, tools, and documentation to support quick response to warranty claims and customer pain points.
- Engage with internal departments and subject matter experts to validate all warranty claims and drive for a faster solution.
- Lead cross-company teams to initiate, drive, and monitor high-impact and potentially complex customer claims, leading to timely identification and implementation of corrective actions and may include RCA
- Communicate directly with customers, through the project managers or the customer service representatives, to provide periodic updates and validate customer expectations.
- Coordinate with internal execution teams and supply chain to ensure warranty claims as addressed per contracts' requirements and out-of-warranty costs are recovered, where applicable
- Manage and execute long term service agreement / LTSA
- Engage with PMP planner/scheduler, performance engineers and Service BD team to ensure LTSA deliverables are on track
- Communicate with customers on obligation and set expectations
- Manage long term service contract budget and risk control
- Identify any LDs risks proactively and escalate with management
- Obtaining customer feedback and conducting analysis for improvement opportunity
- Engage with customers on subjects such as spare parts purchase and training courses that will help improve portfolio uptime
Minimum Requirements and Competencies:- Bachelor of Science degree in Engineering, Project Management, Contract Management, Supply Chain, or a related field from an accredited college or university
- 5+ years of experience in Energy Storage systems and/or Solar
- 3+ years in a project management role from any of the following industries: global OEM, energy storage, battery manufacturer, or system integrator.
- Demonstrated knowledge of the market, electrical systems installation, construction, and operation
- Demonstrated knowledge of field service, project management, and LTSA expertise with supply chain, manufacturing, and industrial background.
- Must possess customer service problem-solving skills, and decision making and analytical skills.
- Thorough and self-motivated
- Ability to organize and prioritize work with excellent internal cross-functional collaboration skills.
- Excellent written and verbal communication skills
- Ability to demonstrate HSE experience and knowledge of site construction and electrical safety.
- Must be proficient in Microsoft Office Suite (Word, Excel, PowerPoint and Outlook)
- Attention to details.
TravelWork Location and Status:- Full-Time role, Remote, Nationwide
- No visa/legal sponsorship
Compensation:- Compensation commensurate with experience
- Competitive benefits package and employee programs
- Strong personal and company growth opportunities
For candidates in the states of California, Colorado, New York and Washington, the anticipated annual base salary for this role is between $80,000 - $125,000 This range does not include any other compensation components or other benefits that an individual may be eligible for. The base salary offered is dependent upon several factors, including but not limited to job-related skills, qualifications, experience, education, location, or other factors related to the role.
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