TPI Composites

TPI Composites is the leading wind-blade manufacturer and the only independent wind blade manufacturer with a global footprint. We are looking for a motivated Customer Warranty Program Manager to join our Customer Warranty Management (CWM) Department. The position reports to the Manager, CWM Department.

Key objectives

The new Customer Warranty Management (CWM) Department oversees TPI Composite blade products Quality at customer sites (windfarms) within Warranty period. As our new Customer Warranty Program Manager, you are an excellent communicator, a people leader, and a recognized knowledge technical leader in the area of composites engineering, manufacturing and problem solving with direct and applicable knowledge on wind blades. In this role you will own certain key customers frontline communication related to ongoing warranty projects, continuous improvement of TPI Warranty management and services to elevate Customer satisfaction. Besides, you will be responsible in key internal technical decisions ahead of external communication and able to lead the technical discussion with customers on behalf of TPI Warranty department (CWM) and balance TPI’s interests and Customer Satisfaction.

Main Responsibilities:

• Act as a Customer Key Account manager, overviewing the technical management of all Escaped Quality risks and Warranty claims from his customer.
• Carry the voice of customer to the CWM Problem Solving team and other key internal stakeholders (Quality, Commercial, Technical, Finance, Legal departments)
• Internal Go-to person for all activities post-delivery (CoC) affecting his customer account overview strategy and forecast.
• Keep track and forecast of warranty costs & seek smart ways to minimize external COPQ.
• Accountable for his customer’s satisfaction on TPI effective warranty case resolution.
• Front line to Customer Warranty communication as first criteria for protecting company liability and work closely with Commercial Program manager when a settlement agreement is required.
• Carry the Voice of Customer to the CWM Problem Solving team and other key internal stakeholders (Quality, Commercial, Technical, Finance, Legal departments)
• Balancing Financial risk and Customer relations, work with the Problem-Solving team to deliver Smart trade-off strategic options (such as limiting costs on a large warranty remedy campaign) and escalate to TPI’s management for sign-off when required.
• Drive key strategic decisions with Commercial, Finance & Legal partners, such as improving Warranty & Service contracts or offering “acts of good will” to close warranty cases for long term customer business. Elevate the decision-making level from single project to “the big picture”.
• Prioritize ongoing projects, balancing customer demand and internal risks. Regular reporting and Escalation to Executive leadership when complex technical decisions are required, and upcoming high risks are identified.
• Support the Field Service division in establishing a solid process of cost prediction to feed financial reports and Warranty Memo’s.
• Work with the CWM Problem-solving manager and System manager and take initiatives to continuously improve customer satisfaction about TPI ability to efficiently respond to urgent Escaped Quality risks.
• Participate in internal Technical Reviews (TR) of Warranty projects and insure consistency between projects and compliance to internal CWM process.
• Review, sign-off and escalate when required the key technical communication decisions such as warranty cases RCA letters, field remedies proposal and prevention of recurrence communication.

Qualifications & Experience

• B.S. degree in Engineering required. MSc or MBA or PhD preferred.
• Minimum 15 years related industry experience required with minimum of 10 years wind blade composites experience and 10 years in frontline customer role preferred.
• Experience in project management with PMP certification preferred.
• Lean 6-sigma yellow belt certification (black belt preferred) and strong track record in problem analysis and problem resolution.
• Computer proficiency & Excellent presentation skills
• Quality orientation and high attention to detail
• Ability to work with vendors, customers and employees
• Experience working with high performance teams.
• Ability to maintain safe work environment.
• English fluency; speak, read, write

Personality & Leadership:

• Flexible, pragmatic, open and positive personality with “can-do-attitude”
• Strong leadership, mentoring, organizational and communication skills
• Excellent interpersonal skills and attention to detail
• Self-motivated, proactive, solutions-driven change agent required
• Ability to work in a matrix environment
• Able and willing to travel internationally about 35%