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- Tasks: Lead a global warranty team and manage warranty claims for solar products.
- Company: Join REC Group, a pioneering solar energy company committed to sustainability.
- Benefits: Competitive salary, career growth, and the chance to make a positive impact.
- Why this job: Be part of a mission to empower consumers with clean, affordable solar power.
- Qualifications: Bachelor's degree in engineering and experience in after-sales or service management.
- Other info: Work in a dynamic, international environment with opportunities for personal development.
The predicted salary is between 36000 - 60000 £ per year.
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.
RESPONSIBILITIES
- 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.
- 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.
- 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.
- 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.
- The global role requires the incumbent to work with customers who speak and write German, Japanese and Mandarin, hence good command of English and proficiency in other languages (e.g. German, Japanese or Mandarin...) is an asset.
Global Warranty Services Manager in London employer: HYPERSCAL SOLUTIONS PTE. LTD.
Contact Detail:
HYPERSCAL SOLUTIONS PTE. LTD. Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Global Warranty Services Manager in London
✨Tip Number 1
Network like a pro! Reach out to people in the solar industry, especially those connected to REC Group. Attend industry events or webinars and don’t be shy about introducing yourself. You never know who might have the inside scoop on job openings!
✨Tip Number 2
Prepare for interviews by researching REC Group’s products and values. Understand their warranty processes and think of examples from your past experience that align with their needs. This will show you’re genuinely interested and ready to contribute.
✨Tip Number 3
Follow up after interviews! A quick thank-you email can go a long way. Mention something specific from your conversation to remind them of your fit for the role. It shows enthusiasm and keeps you on their radar.
✨Tip Number 4
Don’t forget to apply through our website! It’s the best way to ensure your application gets seen. Plus, it shows you’re proactive and serious about joining the REC team. Let’s get you that Global Warranty Services Manager role!
We think you need these skills to ace Global Warranty Services Manager in London
Some tips for your application 🫡
Tailor Your CV: Make sure your CV is tailored to the Global Warranty Services Manager role. Highlight your experience in after-sales service and any relevant skills that match the job description. We want to see how you can bring value to our team!
Craft a Compelling Cover Letter: Your cover letter is your chance to shine! Use it to explain why you're passionate about solar energy and how your background fits with REC Group's mission. Let us know what excites you about this opportunity!
Showcase Your Problem-Solving Skills: In your application, be sure to include examples of how you've tackled challenges in previous roles. We love candidates who can think on their feet and come up with innovative solutions, especially in warranty claim management.
Apply Through Our Website: Don't forget to apply through our website! It’s the best way for us to receive your application and ensures you’re considered for the role. Plus, it shows you’re keen on joining our team at REC Group!
How to prepare for a job interview at HYPERSCAL SOLUTIONS PTE. LTD.
✨Know Your Stuff
Make sure you brush up on your knowledge of solar energy and warranty processes. Understand REC Group's products and their unique selling points, as well as the common warranty issues in the industry. This will help you answer questions confidently and show that you're genuinely interested in the role.
✨Showcase Your Experience
Prepare to discuss your previous experience in after-sales or service management, especially in the solar industry. Have specific examples ready that demonstrate your problem-solving skills and how you've successfully managed warranty claims or customer satisfaction in the past.
✨Be a Team Player
Since this role involves leading a global team and working cross-functionally, be ready to talk about your teamwork experiences. Highlight instances where you've collaborated with different departments or influenced others to achieve a common goal. This will show that you can thrive in a collaborative environment.
✨Ask Smart Questions
Prepare thoughtful questions to ask at the end of your interview. Inquire about REC Group's future projects, challenges in warranty management, or how they measure customer satisfaction. This not only shows your interest but also gives you valuable insights into the company culture and expectations.
