LAC Tracker After-Sales Team Leader
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Responsibilities
- Lead and manage the LACTrackerAfter-Salesteam, providing technical, operational, and commercial support for Utility-ScaleandPMGDsolarprojects throughout the O&M phase.
- Manage the complete after-saleslifecycle for Utility-Scale and PMGD customers, including claims, technical issues, failures, non-conformities, product improvements, and customer requirements.
- Serve as the main escalationpoint for critical customer issues, ensuring timely resolution and effective communication with customers, management, and internal stakeholders.
- Lead the coordination between Engineering,O&M,Sales,SupplyChain,Quality,Procurement,andotherdepartments to develop and implement effective solutions according to project requirements, priorities, and budget.
- Lead the technicaldiagnosisandRootCauseAnalysis(RCA) of tracker-related issues, defining corrective and preventive actions and ensuring proper implementation and closure.
- Oversee post-commissioningandO&Mactivities,includingbacktracking,trackerinjection,componentreplacement,repairs,GPSmapping,positioning,troubleshooting,andperformanceoptimization.
- Manage and monitor correctiveandpreventiveactionplans(CAPA) across Utility-Scale and PMGD projects, ensuring accountability, deadlines, and continuous follow-up.
- Establish and monitor after-salesKPIs,analyzingteamandprojectperformanceandpresentingmanagementreports,risks,actionplans,andimprovementopportunitiestoseniormanagement.
- Lead teamplanningandperformancemanagement,includingworkloadallocation,prioritization,resourceplanning,technicaldevelopment,training,mentoring,andperformanceevaluation.
- Develop and implement regionalafter-salesstrategiesandprocesses to improve customer satisfaction, response times, technical performance, operational efficiency, and overall service quality across LAC.
- Manage sparepartsandcomponentavailability,includingforecasting,stockmanagement,replacement,procurement,logistics,andcomponentsales,ensuringoperationalcontinuityforcustomers.
- Develop and maintain updated O&Mmanuals,technicalprocedures,troubleshootingguides,andbestpractices for tracker products.
- Manage relationships and negotiate with localsuppliersandserviceproviders to ensure the availability of critical components and services, particularly when required parts are not available in stock.
- Identify and develop opportunities for after-salesservices,spareparts,upgrades,andtechnicalsolutions,supportingrevenuegrowthandlong-termcustomerrelationships.
- Lead and coordinate technicaltrainingprograms for customers, O&M teams, and internal stakeholders to ensure proper tracker operation, maintenance, and performance.
- Ensure effective customerrelationshipmanagement across the LAC region, maintaining strong relationships with key accounts and ensuring a high level of customer satisfaction.
- Drive continuousimprovementandoperationalexcellence, 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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