Customer Support Manager

Warranty Management and Customer Support (Solar Modules)

Job Summary:

We are seeking a skilled and customer-focused professional to lead our warranty management and post-sales support for solar modules. The ideal candidate will be responsible for managing product warranties, handling customer claims, ensuring field performance monitoring, and driving service excellence. This role requires strong technical knowledge of solar modules, experience in customer interaction, and the ability to lead cross-functional resolutions.

Key Responsibilities:

1. Warranty Management

• Oversee the full lifecycle of warranty claims, including verification, root cause analysis, and resolution.
• Develop and maintain warranty policies and documentation in alignment with product specifications and market standards.
• Monitor field failure trends and initiate corrective/preventive actions (CAPA).
• Coordinate with engineering and quality teams for technical validation of warranty cases.

Customer Support & Issue Resolution

• Serve as the primary point of contact for post-sales technical support related to solar modules.
• Respond to customer inquiries, technical complaints, and service requests in a timely and professional manner.
• Ensure effective closure of complaints through root cause identification and corrective actions.
• Establish and manage a ticketing or case tracking system for customer issues.

Field Performance Monitoring

• Monitor and analyze field data to ensure long-term performance of installed modules.
• Initiate field audits or site visits when necessary to investigate major issues or trends.
• Provide feedback to product development and quality teams based on field performance.

Documentation & Reporting

• Maintain accurate records of all warranty claims, service issues, and corrective actions.
• Prepare reports and dashboards for internal stakeholders on warranty trends, KPIs, and customer satisfaction metrics.
• Ensure traceability and compliance with contractual warranty terms.

Customer Communication & Relationship Management

• Build and maintain strong relationships with customers, EPCs, and channel partners.
• Communicate technical updates, product advisories, and best practices to customers.
• Support commercial teams with technical documentation and resolution history during sales or renewals.

Cross-functional Collaboration

• Work closely with Quality, R&D, Product Development, Legal, and Sales teams to align warranty and support strategies.
• Support product improvement initiatives based on field feedback and warranty analytics.

Continuous Improvement

• Identify and implement process improvements in warranty and support functions to enhance customer satisfaction.
• Train internal teams and service partners on warranty procedures and issue resolution protocols.

Qualifications & Experience:

• Bachelors degree in Mechanical, Electrical, or related Engineering field.
• Minimum 10 years of experience in solar module industry with a focus on warranty management and customer support.
• Strong technical understanding of PV module performance, degradation, and failure modes.
• Experience handling customer complaints, service issues, and root cause investigations.
• Proficient in using CRM systems, warranty tracking tools, and reporting dashboards.
• Excellent communication, problem-solving, and cross-functional coordination skills.
• Familiarity with relevant global warranty norms, IEC standards, and performance evaluation protocols.