About the role
Responsibilities
- Lead and manage the LAC Tracker After-Sales team, providing technical, operational, and commercial support for Utility-Scale and PMGD solar projects throughout the O&M phase. - Manage the complete after-sales lifecycle for Utility-Scale and PMGD customers, including claims, technical issues, failures, non-conformities, product improvements, and customer requirements. - Serve as the main escalation point for critical customer issues, ensuring timely resolution and effective communication with customers, management, and internal stakeholders. - Lead the coordination between Engineering, O&M, Sales, Supply Chain, Quality, Procurement, and other departments to develop and implement effective solutions according to project requirements, priorities, and budget. - Lead the technical diagnosis and Root Cause Analysis (RCA) of tracker-related issues, defining corrective and preventive actions and ensuring proper implementation and closure. - Oversee post-commissioning and O&M activities, including backtracking, tracker injection, component replacement, repairs, GPS mapping, positioning, troubleshooting, and performance optimization. - Manage and monitor corrective and preventive action plans (CAPA) across Utility-Scale and PMGD projects, ensuring accountability, deadlines, and continuous follow-up. - Establish and monitor after-sales KPIs, analyzing team and project performance and presenting management reports, risks, action plans, and improvement opportunities to senior management. - Lead team planning and performance management, including workload allocation, prioritization, resource planning, technical development, training, mentoring, and performance evaluation. - Develop and implement regional after-sales strategies and processes to improve customer satisfaction, response times, technical performance, operational efficiency, and overall service quality across LAC. - Manage spare parts and component availability, including forecasting, stock management, replacement, procurement, logistics, and component sales, ensuring operational continuity for customers. - Develop and maintain updated O&M manuals, technical procedures, troubleshooting guides, and best practices for tracker products. - Manage relationships and negotiate with local suppliers and service providers to ensure the availability of critical components and services, particularly when required parts are not available in stock. - Identify and develop opportunities for after-sales services, spare parts, upgrades, and technical solutions, supporting revenue growth and long-term customer relationships. - Lead and coordinate technical training programs for customers, O&M teams, and internal stakeholders to ensure proper tracker operation, maintenance, and performance. - Ensure effective customer relationship management across the LAC region, maintaining strong relationships with key accounts and ensuring a high level of customer satisfaction. - Drive continuous improvement and operational excellence, identifying recurring issues, implementing lessons learned, and improving products, processes, and after-sales services.
Requirements
English is a must Desirable Portuguese or Spanish native
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