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Customer Operations Team Lead

Req ID:  83527

Maxeon Solar Technologies is a global leader in solar innovation. Built from 35 years of boundary-pushing solar innovation, Maxeon designs, manufactures, and sells industry-leading SunPower branded solar products. Maxeon is Powering Positive Change TM every day with a brilliant, passionate and driven team of more than 5,000 people globally. We hold ourselves to a higher standard, striving for the highest integrity, safety, and quality. We thrive together as a global team, embracing our diverse backgrounds to make a positive impact on the world. 

 

Join us in POWERING POSITIVE CHANGE™

 

 

SUMMARY OF ROLE

  • Supporting Americas Region such as Mexico, Latin America and Rest of North America
  • Maintains direct contact with customers before and/or after the sale. Supports sales team by developing and maintaining positive customer relations with clients/customers, which can substantially affect service and/or product revenue(s).
  • Identifies issues, resolving where possible, elevating to higher levels when necessary.
  • Collaborates with discipline and diverse multi-discipline team members on a regular and recurring basis
  • Works with various departments to meet maintenance services sales goals.
  • Works with customers and/or distributors to receive accurate account of equipment failures and provides reports to management. Focus of work may be in pre-sale or post-sales or both.
  • Monitors daily performance of team members and ensure all regions/accounts are supported
  • Responsible for taking escalations / supervisory assistance or support from customers or salesperson in resolving issues. Serves as a subject matter expert on the business being supported
  • Investigates product complaints, deviations/incidents, and adverse reactions to identify, correct, and eliminate their contributing factors, within a designated period. Develops, recommends and monitors corrective and preventive actions
  • Schedules and conducts internal quality assessments. Assist with audit findings/closures

ESSENTIAL DUTIES AND RESPONSIBILITIES

  • Responsible for people development and alignment of goals to meet business objectives
  • Responsible for meeting attrition targets and for uplifting morale and motivation of direct reports
  • Responsible for managing and driving team performance via use of tools such as coaching and feedback, results documentation, counseling and mentoring, rewards and recognition and delegation of tasks for competency and critical skills development
  • Represent the team on special projects/initiatives
  • Order to Fulfillment support for customers in the US.  (non-SPWR account) for the time being.
  • Contribute to continuous improvement of Operations by alerting management of key process issues, including root causes, suggestions for improvement, and implementation with the use of Quality problem solving tools such as 3WI, PDCA, 8D, RCCA
  • Training Focal point for new hired employees
  • Reconcile and report any audit discrepancies.
  • Required decision-making on matters relating to improving customer satisfaction with regards in so far it affects call handling and processes.
  • Proactively seek out improvements in processes
  • Responsible for monitoring required centric and product-specific training completion and ensuring team members are adept on product knowledge, updates and all related continuous education
  • Responsible for managing team meetings and participating in operations leadership meetings
  • Responsible for communicating to all team members any new requirements, changes, updates on all support related information as well as company information
  • Responsible for ensuring that all “tools of the trade” for each team member is working and all issues are communicated to helpdesk for resolution
  • Responsible for conflict and issue resolution which may be related, but not limited to payroll and people management
  • Build good relationship with Stakeholders and ensure expectations are being met.
  • Training Focal point for new hired employees
  • Works on problems and projects of diverse complexity.
  • Engages in analyses requiring evaluation of identifiable factors.

 

Minimum requirements

  • Candidate must possess at least a Bachelor's/College Degree in any field
  • Required skill (s): Excellent Communication Skills, Computer Proficient, Good Organization skills
  • Required skill (s): Order Management and Fulfillment, Customer Service, Analytics
  • Knowledge on INCOTERM 2020 and different payment terms
  • Preferably 5years experience specializing in Order Management/Fulfillment
  • Proficient with MS Office Application esp. Excel, PowerPoint, and Outlook
  • Ability to be extremely proactive and drive for results
  • Ability to be flexible and go beyond the everyday job requirements to get problem solved
  • Ability to solve issues independently, but prioritizes and escalates appropriate issues when necessary
  • Must be detail oriented
  • High analytical skill
  • Required language (s): English fluent,

OTHER PERTINENT INFORMATION

  • Location: Maxeon Philippines @ Binan Laguna
  • This is an FTE position
  • Applicants must be willing to work in Binan, Laguna
  • Candidate must be legally entitled to work and reside in the Philippines
  • Applicants must be willing to work NA Shift
  • Applicants must be willing to render overtime as business requires
  • Tool of Trade: Laptop/Desktop, Extended Monitor, Headset (as needed)
  • Job Grade: PA43

 

Equal Employment Opportunity

The Company is an equal employment opportunity employer and makes employment decisions, including but not limited to, hiring, firing, promotion, demotion, training, and/or compensation, on the basis of merit. Employment decisions are based on an individual’s qualifications as they relate to the job under consideration. The Company’s policy prohibits unlawful discrimination based on sex (which includes pregnancy, childbirth, breastfeeding, or related medical conditions, the actual sex of the individual, or the gender identity or gender expression), race, color, religion, including religious dress practices and religious grooming practices, sexual orientation, national origin, ancestry, citizenship, marital status, familial status, age, physical disability, mental disability, medical condition, genetic information, protected veteran or military status, or any other consideration made unlawful by national, federal, state or local laws, ordinances, or regulations. The Company is committed to complying with all applicable laws providing equal employment opportunities. This commitment applies to all persons involved in the operations of the Company and prohibits unlawful discrimination by any employee of the Company, including supervisors and co-workers.

​At Maxeon Solar Technologies, we believe records are made to be broken.

Join our dynamic team where we:

  • Push the Boundaries
  • Hold Ourselves to a Higher       Standard
  • Thrive Together

 

 

 

 

 


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