First Solar - Manager - Warranty Affairs

Description:

Position will be responsible for the managing all Warranty Affairs activities in Asia with focus to be worlds premier provider of PV solutions. This includes continuous improvement of the service offerings, providing market feedback on both internal and external warranty processes, supporting and interaction with Business Development, Finance, and Quality in regards to Warranty/Technical Service related topics.

The Global Warranty Affairs Strategy is of critical importance to FS in the development and implementation of improved warranty lifecycle management and product field performance understanding. The group is responsible for developing strategies, techniques and processes to minimize warranty costs and forecasting uncertainty while maximizing Technical Service value to the customer.

Experience:

- 5+ year of contract management, negotiation and/or warranty management experience;

- 5+ years customer service or customer relationship management experience;

- Experience in a PV/semiconductor industry preferred.

- Experience in living outside EMEA /US preferable, Asia in particular.

Education: BS degree in a scientific or engineering field. Masters degree in Business Administration or related field preferred.

Required Skills:

- Must possess excellent communications skills to act as a bridge between the customer and the Warranty Affairs organization;

- Proven experience in achieving outstanding results within a changing environment with minimum supervision;

- Ability to demonstrate a high level of commitment to the customers success;

- Program management of multiple projects;

- Experience with data management systems and knowledge of estimating concepts;

- Excellent international and top management communication, negotiation and interpersonal skills;

- Ability to work in difficult customer situations;

- Strong problem solving skills/experience;

- Strong analytical skills to identify market patterns and trends;

- Excellent computer skills (MS Word, PowerPoint, Excel & CRM);

- Ability to travel internationally;

- Leadership skills. Excellent English Language skills, additional language beneficial.

Essential Functions & Responsibilities:

- Scope of the position is to implement and control post-delivery Warranty services to achieve highest Customer Satisfaction in the specific region;

- Coordinate efforts with peers in other regions globally to synchronize execution of Warranty Affairs strategies and values;

- Proactively communicate with Customers on post-sales support issues including, but not limited to; SDA applications, warranty processing, end-of-life module collection, customer complaints and other technical support questions;

- Establish a post-delivery technical and warranty support to ensure FS value proposition in strategic markets and regions;

- Manage the execution of a special campaign operating plan in the specific region. Support Business Development and other key functions in the region concerning Warranty and Technical Service issue;

- Source, adapt and implement existing processes and work instructions from Warranty Affairs for use into the respective market;

- Provide Gap analysis of existing and required processes. Effectively communicate identified gaps, develop requirements and prioritize supporting continuous improvement efforts for the region;

- Define, communicate, and maintain regional Warranty Affairs AOP and budget requirements;

- Supports culture of continuous improvement by fostering a collaborative environment.