LAC Module Customer Service Supervisor

1. Warranty & Claims Management

• Manage the full lifecycle of PV module warranty cases submitted by LAC customers — from initial registration through root-cause analysis, corrective action, and formal closure.
• Operate and maintain accurate case records within the Salesforce Customer Service Portal (CSP), ensuring timely updates, escalation, and full traceability of all managed issues.
• Conduct root-cause analyses on reported PV module defects, coordinating investigation outcomes with HQ engineering teams and communicating results and dispositions to customers.
• Monitor and manage regional service mailboxes, ensuring prompt and professional response to all technical and warranty inquiries.

2. On-Site & Remote Technical Support

• Provide on-site and remote technical support for utility-scale solar PV projects across the LAC region, including module inspections, installation assessments, troubleshooting activities, and warranty evaluations.
• Deliver technical training sessions to distributors, installers, EPC contractors, and end customers on PV module handling, installation requirements, and warranty procedures.
• Assess and document field conditions during site visits, identifying non-conforming installations and coordinating corrective actions with O&M and EPC teams.

3. HQ Interface & Communication

• Serve as the primary communication link between LAC customers and Trina Solar's headquarters in China, ensuring accurate and timely escalation of complex technical issues.
• Coordinate with HQ Customer Service and Engineering teams on cases requiring factory-level investigation, technical disposition, or deviation approval.
• Translate regional customer requirements and field conditions into structured technical reports for internal review and decision-making.

4. Reporting & Documentation

• Prepare and issue formal technical responses to customer and contractor inquiries, ensuring alignment with scope of supply and contractual obligations.
• Track the resolution status of open technical issues across concurrent LAC projects, contributing to weekly KPI reporting and progress updates to the Warranty Service Manager.
• Maintain complete and accurate technical records for all managed cases, ensuring traceability of investigations, decisions, and corrective actions.

5. Cross-Functional Support

• Support the regional sales team by addressing technical inquiries from prospective and existing customers during pre- and post-sales interactions.
• Contribute to quality improvement initiatives by providing structured field feedback on product performance, installation trends, and recurring issues across the LAC market.

Education & Experience

• Bachelor's degree in Mechanical Engineering, Electrical Engineering, or a related STEM discipline.
• 2–4 years of experience in the solar PV sector, preferably in technical service, EPC, or O&M roles.
• Practical experience with PV module technology, installation standards, and field troubleshooting.
• Experience in warranty or claims management, root-cause analysis, and corrective action coordination.
• Willingness to travel regularly within the LAC region for site visits and customer support activities.

Technical Skills

• Strong understanding of PV module performance parameters, degradation mechanisms, and common field defects.
• Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).
• Experience with CRM or customer service platforms; Salesforce CSP preferred.
• Ability to prepare clear, accurate technical documentation and formal correspondence in English and Spanish.

Languages

• Spanish — Native or bilingual proficiency (required).
• English — Professional working proficiency (required for HQ coordination and technical documentation).

DESIRABLE

• Experience in EPC construction, commissioning, or O&M of utility-scale solar PV projects.
• Portuguese language skills — intermediate or above.
• Familiarity with IEC standards applicable to PV modules (IEC 61215, IEC 61730).
• Prior experience coordinating with engineering teams across different time zones and cultural contexts.