SunPower Corporation Escalations Manager in Binan, Philippines
Do you want to change the world? We do, too.
The energy market is roughly $4 trillion globally, and solar penetration is less than 1%. But just one hour of sunlight, if harnessed, could power the entire world for a year. We have the opportunity to completely change the way energy is produced, distributed and consumed on a global scale, and we’re looking for talented, committed people to help us drive our growth and achieve our goals.
SunPower is a global solar energy solutions company with a rich heritage of pioneering the best energy technologies in the world. Our solutions are unrivaled in terms of long-term reliability, efficiency and guaranteed performance, and our company is unmatched in terms of global reach and scale. Through design, manufacturing, installation and ongoing maintenance and monitoring, SunPower provides its proprietary, world-record efficient solar technology to residential, commercial and utility customers worldwide.
SunPower is changing the way our world is powered every day with a brilliant, passionate and driven team of more than 7,000 in North America, Europe, Africa, Asia and Australia. In an industry that is reshaping the world’s energy future, there’s no better place to be than SunPower.
We believe that our employees create our brand – with each project, each communication, each task completed and each interaction. Experience is critical to SunPower in regards to not only our customers but also our employees and dealer partners. As such, we strive to hire candidates that are service focused. The experience we would expect the ideal person to deliver is:
Provides strategic leadership and direction for the delivery of pre- and post-sales services and support to clients/customers. May also manage facets of customer retention (CRM) including participating in the resolution of customer concerns and defining and developing a customer contact strategy. Analyzes operational processes, escalation procedures and performs training needs assessments for identifying opportunities for service delivery improvements and value add to the customer/clients. Develops customer service department procedures. Liaises between customers and manufacturing, sales, field service, order processing and accounting to resolve status, production, delivery and billing inquiries. Reviews warranty claims. Develops and manages return materials authorization (RMA) processes for ensuring customer returns, exchanges, service and repairs are done with speed and accuracy and all client/customer service delivery issues are resolved. Selects, develops, and evaluates personnel to ensure the efficient operation of the function.
Supervises activities and resources within a functional area.
Supports day-to-day efforts necessary to achieve the business plan and to satisfy the needs of SunPower’s customers.
Performs some tasks as an individual contributor. Complexity:
Applies specialized subject matter knowledge to solve moderately complex issues within established guidelines.
Demonstrates a working knowledge of customer requirements and ensures that work is directed toward resolving customer issues. Impact / Discretion:
Poor decisions or failure to deliver results will cause schedule delays that impact areas outside immediate team. Interaction:
Provides general direction, supervision, and mentoring to first-line supervisors and highly skilled individual contributors within a functional area.
Directs and provides expertise within functional area teams and participates in cross-functional initiatives.
Serves as point of escalation for direct reports.
Develops and delivers performance reviews.
Involved in both personnel (hiring and termination) and compensation decisions.
Engages with customer and third party representatives to ensure mutual understanding of expectations. Supervision:
Operates without day-to-day supervision.
Handles routine and unique situations, asking for advice when necessary. Minimum Education and Experience:
Bachelor’s degree and 5+ years of related experience
And 0-2 years of people management experience
OR equivalent combination of education and years of related experience