Asset Manager

The Company:

Sungrow North America is a leading provider of renewable energy solutions, specializing in the development and manufacturing of photovoltaic inverters and energy storage systems. The company offers a comprehensive range of products and services designed to optimize the performance and efficiency of solar power installations. Sungrow North America aims to provide sustainable and reliable energy solutions to meet the growing demand for clean power and is known for its commitment to innovation, high-quality standards, and exceptional customer service.

The Position:

This vital role is responsible for two critical programs in Sungrow Service: Service Project Management and Warranty/Out-of-Warranty Work Program. You are expected to lead and manage cross-company teams to drive timely execution of warranty claims and implement and monitor Service-related work scopes as the Project manager responsible for customer communication, commercial P&L, and technical liaison. As the lead for the Service teams, engage with internal departments and business lines and take appropriate follow-up actions to validate warranty work, execute expeditious and efficient claims response, and also recover out-of-warranty costs while ensuring compliance with contractual requirements, all the while reporting on progress to senior management and provide analysis, insights, and trends to reduce warranty cost while achieving customer success.

Essential Duties and Responsibilities:

- Own and manage customer relationships for operating assets and customer accounts in PV and BESS

- Establish, implement, and maintain a robust customer escalation program and its related processes, procedures, tools, and documentation to support quick response to warranty claims and customer pain points.

- Engage with internal departments and subject matter experts to validate all warranty claims and drive for a faster solution.

- Lead cross-company teams to initiate, drive, and monitor high-impact and potentially complex customer claims, leading to timely identification and implementation of corrective actions and may include RCA

- Communicate directly with customers, through the project managers or the customer service representatives, to provide periodic updates and validate customer expectations.

- Coordinate with internal execution teams and supply chain to ensure warranty claims as addressed per contracts’ requirements and out-of-warranty costs are recovered, where applicable

- Manage and execute long term service agreement / LTSA

- Engage with PMP planner/scheduler, performance engineers and Service BD team to ensure LTSA deliverables are on track

- Communicate with customers on obligation and set expectations

- Manage long term service contract budget and risk control

- Identify any LDs risks proactively and escalate with management

- Obtaining customer feedback and conducting analysis for improvement opportunity

- Engage with customers on subjects such as spare parts purchase and training courses that will help improve portfolio uptime

Minimum Requirements and Competencies:

- Bachelor of Science degree in Engineering, Project Management, Contract Management, Supply Chain, or a related field from an accredited college or university

- 5+ years of experience in Energy Storage systems and/or Solar

- 3+ years in a project management role from any of the following industries: global OEM, energy storage, battery manufacturer, or system integrator.

- Demonstrated knowledge of the market, electrical systems installation, construction, and operation

- Demonstrated knowledge of field service, project management, and LTSA expertise with supply chain, manufacturing, and industrial background.

- Must possess customer service problem-solving skills, and decision making and analytical skills.

- Thorough and self-motivated

- Ability to organize and prioritize work with excellent internal cross-functional collaboration skills.

- Excellent written and