Position: After Sales Manager
Functional Area: Sales/Service
Working Place: Ho Chi Minh City     
Report to: Regional After Sales Director

Company brief:
Our Client, a global EU Renewable Group is looking for After Sales Manager for their business in Vietnam

Core responsibilities:
⦁    End-to-end responsibility for After Sales accounts, holistic client relationship manager
⦁    Responsible for claims management in coordination with Sales / PM / Service (“trouble shooting” with strong technical background)
⦁    Responsible that for all wind farms a valid and profitable O&M contract exists at any time during the operational period
⦁    Overseeing and coordinating the implementation of contractual agreements in the operative phase after signature
⦁    Main interface between Sales and Service organization to transmit sales related
⦁    customer’s requirements.
⦁    Responsible for all customer concerns and to coordinate solution findings with the Service department in the region – might be supported by Global Functions (e.g. Global Service, GSM for special technical questions / solutions) to avoid compensation payments
⦁    Responsible for O&M contract (completeness, correctness and timely performance) and is key contact to customer for all post-sales activities (“owner of the contract” and all related administrative tasks):
⦁    Maintaining customer relationships, incl. contract signing (maintenance contract) and coordinating proper feedback to customer needs and queries
⦁    Optimizing financial business cases for customer and company, e.g. by introducing and selling of products and services that improve WEC performance
⦁    Timely consultation of specialized colleagues and departments (After Sales specialists, Service Specialists, WRD, legal, etc.).
⦁    Monitoring of Service performance during the execution phase of the contract, provide input to improve Service organization efficiency.
⦁    Is involved in Taking Over of new projects and follow-up of accepted Non Conformities including, responsible of feedback on take over inspection reports and together with GPM deals with warrantee claims and informs Sales Manager.
⦁    Accountable for timely payment of all customer invoices, minimize outstanding payments, if necessary responsible for provision of formal statements, letters and reports on behalf of company (in cooperation with Accounts Receivables)
⦁    Monitoring dealing with customer satisfaction, complaints and special requests, developing and implementing improvement programs
⦁    Responsible to provide and advise on technical documents / questions regarding company service.

Activities:
⦁    Closely collaborate with the After Sales Coordinator on the day to day activities of the After Sales topics.
⦁    Coordination / decision making in customer management regarding Service contracts, quotations, information, statements or reporting.
⦁    Development of new contract concepts and products, under the supervision of the After Sales Director APAC and in cooperation with customers, Service, Sales and with guidance from Global After Sales (GSM).
⦁    Takes care of all contractual obligations and warranties out of the service contracts, under the supervision of the After Sales Director and together with specialists within the After Sales team on each item.
⦁    Sells additional service products (trainings, new features, updates).
⦁    Responsible for customer relationships (one face to the customer), maintain periodic contacts and meeting with customers
⦁    In contact to local Service department to align on issues
⦁    Inform the After Sales Director on competitor developments and prices
⦁    Instructs Service organization and/or other internal or external specialist to solve issues and write reporting for clients
⦁    Monitoring customer turbine inspections and takeover punch lists, non-conformities and subsequent communication to customers
⦁    Gives trainings to customers and colleagues on specific After Sales topics and tools which are relevant for the country
⦁    Participate to further education trainings e.g. technical developments, new products, contractual developments
⦁    Cooperate with Service department and with Procurement department for the selection and testing of sub-suppliers of services and products

Authorities:
⦁    Decide on provision of additional services and products to improve WF performance, customer business case and S-project margin for EC in line with standards from Global Competence Center Service up to a level depending on the seniority of the employee.
⦁    Approve Defines contract elements / specific requirements for PK contracts & services for binding offers (non-standard)
⦁    Decide and approve on agreements for contractual (existing projects) amendments with customers: adjusting, extension of term or termination

Qualification:
⦁    Bachelor’s degree in Engineering, Business Administration, Marketing, or a related field.
⦁    Strong understanding of renewable energy technologies
⦁    Strong customer service orientation, with a knack for building strong relationships with customers and ensuring their satisfaction.
⦁    Proven experience in managing after-sales operations, including customer service, warranty, maintenance, and repair services.
⦁    Minimum of 5 years of experience in after-sales service, customer relations, or a similar role, preferably in the renewable energy sector.
⦁    Excellent communication and negotiation skills, with the ability to effectively communicate with customers, team members, and other stakeholders.
⦁    Problem-solving skills, with the ability to quickly and effectively resolve customer issues and complaints.
⦁    Analytical skills, with the ability to analyze customer feedback and other data to make informed decisions.
⦁    Willingness to travel as needed to meet with customers, attend industry events, or visit company sites