LAC Tracker After-Sales Team Leader
TrinaTracker · São Paulo, Brazil
Job for Brazil, Argentina, Colombia or Mexico. * 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.