The key role of this function is to manage warranty claim process, warranty expenses, installation deviation requests, and after-sales related activities to ensure a high level of customer satisfaction in this area. The role will also provide voice of customer insights from field feedback to management team through the claims review deep dive platform. Ensure warranty claims and resolutions are effectively managed, considering both commercial (S&M) and operational (OPS/QA side) considerations. He/she will be responsible for global warranty claims KPI with regards to overall warranty claims cycle time.
Warranty Claim Management
- Lead the global warranty team to effectively process incoming warranty claims by ensuring prompt responses and achieving set processing cycle time target(s).
- Responsible for sustaining & continuous improvement to customer warranty claims system platform to meet evolving business requirements.
- Establish a standardized claim technical judgement and resolution workflow for global warranty team; and provide training to Regional Technical Support whenever required.
- Lead the warranty claim resolutions e.g. RMA & Goodwill; and propose recommended options to decision-making committees for approval.
- Monitor the warranty expenses, and ensure compliance to limited warranty terms, or unique liabilities from customer contracts and/or regional regulations and laws.
- Work with Customer Quality to manage the approval of related expenses in claim resolutions; and ensure appropriate and prompt charging to warranty provision or operation expenses account.
- Provide technical support in regional markets in technical requests and escalations.
- Handle the claim communication documents for external response to customers, e.g. statement letter.
- Product recall & Fire incident management Lead the follow-up investigation by relevant stakeholders; and provide reaction plans to decision-making committees for approval.
- Warranty replacement management Develop proposals in warranty product replacement business case for existing and end-of-life products; and handle replacement modules stock at respective global 3rd party warehouse(s).
- Review customers feedbacks from NPS on warranty claim servicing and quality; and evaluate the results with Customer Quality & Global Technical Support to take actions to sustain, retain and enhance levels of customer satisfaction.
- Review new customer contracts with Sales and Marketing, Legal and Customer Quality on warranty unique liability terms and customer specific requirements and provide recommendations.
Installation Deviation Request Management
- Manage installation deviation request activities and ensure timely release of installation waiver letter to Global Technical Sales Manager(s).
- Lead a cross-functional team (i.e. New Product Development, Technology, Quality, and Product Test and Certification) to evaluate the request, align the test plan & schedule, assess the test results, and provide recommendation to the RPDM.
- Create and release the waiver letter to Product Management team after RPDM approval.
- Report the status of the ongoing Installation Deviation Requests (IDRs) during Product Management Meeting.
