Manager- Warranty Affairs

Job Description

The Warranty Affairs Manager for Asia will oversee all warranty-related activities, aiming to establish the company as the premier provider of PV solutions. This role involves continuous improvement of service offerings, providing market feedback on warranty processes, and collaborating with Business Development, Finance, and Quality teams. The Global Warranty Affairs Strategy is essential for enhancing warranty lifecycle management and understanding product field performance. The goal is to minimize warranty costs and forecasting uncertainty while maximizing technical service value for customers.

Experience:

5+ years in contract management, negotiation, and/or warranty management.

5+ years in customer service or customer relationship management.

Experience in the PV/semiconductor industry preferred.

Preferable experience living outside EMEA/US, especially in Asia.

Education:

Bachelor's degree in a scientific or engineering field.

Master’s degree in Business Administration or related field preferred.

Required Skills:

Excellent communication skills to bridge customers and the Warranty Affairs organization.

Proven ability to achieve results in a changing environment with minimal supervision.

High commitment to customer success.

Program management experience for multiple projects.

Proficient in data management systems and estimating concepts.

Strong international and top management communication, negotiation, and interpersonal skills.

Capability to handle difficult customer situations.

Strong problem-solving and analytical skills to identify market trends.

Excellent computer skills (MS Word, PowerPoint, Excel, CRM).

Ability to travel internationally.

Leadership skills.

Proficiency in English; additional languages beneficial.

Essential Functions & Responsibilities:

Implement and manage post-delivery warranty services to achieve high customer satisfaction in Asia.

Coordinate with peers globally to align warranty affairs strategies and values.

Communicate proactively with customers on post-sales support issues, including SDA applications, warranty processing, end-of-life module collection, customer complaints, and other technical support queries.

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

Execute special campaign operating plans in the region.

Support business development and other key functions concerning warranty and technical service issues.

Adapt and implement existing warranty affairs processes for the respective market.

Conduct gap analysis of existing and required processes, communicate identified gaps, develop requirements, and prioritize continuous improvement efforts.

Define, communicate, and maintain regional warranty affairs AOP and budget requirements.

Foster a collaborative environment to support continuous improvement culture.

Physical Requirements:

Willingness to travel internationally. Periodic sitting and standing throughout the day. Ability to lift up to 25 lbs. Walking and stair climbing.