Responsibilities 1. Warranty & Claims Management<ul><li>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.</li><li>Operate and maintain accurate case records within the Salesforce Customer Service Portal (CSP), ensuring timely updates, escalation, and full traceability of all managed issues.</li><li>Conduct root-cause analyses on reported PV module defects, coordinating investigation outcomes with HQ engineering teams and communicating results and dispositions to customers.</li><li>Monitor and manage regional service mailboxes, ensuring prompt and professional response to all technical and warranty inquiries.</li></ul>2. On-Site & Remote Technical Support<ul><li>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.</li><li>Deliver technical training sessions to distributors, installers, EPC contractors, and end customers on PV module handling, installation requirements, and warranty procedures.</li><li>Assess and document field conditions during site visits, identifying non-conforming installations and coordinating corrective actions with O&M and EPC teams.</li></ul>3. HQ Interface & Communication<ul><li>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.</li><li>Coordinate with HQ Customer Service and Engineering teams on cases requiring factory-level investigation, technical disposition, or deviation approval.</li><li>Translate regional customer requirements and field conditions into structured technical reports for internal review and decision-making.</li></ul>4. Reporting & Documentation<ul><li>Prepare and issue formal technical responses to customer and contractor inquiries, ensuring alignment with scope of supply and contractual obligations.</li><li>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.</li><li>Maintain complete and accurate technical records for all managed cases, ensuring traceability of investigations, decisions, and corrective actions.</li></ul>5. Cross-Functional Support<ul><li>Support the regional sales team by addressing technical inquiries from prospective and existing customers during pre- and post-sales interactions.</li><li>Contribute to quality improvement initiatives by providing structured field feedback on product performance, installation trends, and recurring issues across the LAC market.</li></ul> Requirements Education & Experience<ul><li>Bachelor's degree in Mechanical Engineering, Electrical Engineering, or a related STEM discipline.</li><li>2–4 years of experience in the solar PV sector, preferably in technical service, EPC, or O&M roles.</li><li>Practical experience with PV module technology, installation standards, and field troubleshooting.</li><li>Experience in warranty or claims management, root-cause analysis, and corrective action coordination.</li><li>Willingness to travel regularly within the LAC region for site visits and customer support activities.</li></ul>Technical Skills<ul><li>Strong understanding of PV module performance parameters, degradation mechanisms, and common field defects.</li><li>Proficiency in Microsoft Office Suite (Excel, Word, PowerPoint).</li><li>Experience with CRM or customer service platforms; Salesforce CSP preferred.</li><li>Ability to prepare clear, accurate technical documentation and formal correspondence in English and Spanish.</li></ul>Languages<ul><li>Spanish — Native or bilingual proficiency (required).</li><li>English — Professional working proficiency (required for HQ coordination and technical documentation).</li></ul>DESIRABLE<ul><li>Experience in EPC construction, commissioning, or O&M of utility-scale solar PV projects.</li><li>Portuguese language skills — intermediate or above.</li><li>Familiarity with IEC standards applicable to PV modules (IEC 61215, IEC 61730).</li><li>Prior experience coordinating with engineering teams across different time zones and cultural contexts.</li></ul>

LAC Module Customer Service Supervisor @ Trina Solar

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