LAC Tracker After-Sales Team Leader

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.

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