Team Setup: Recruit, manage and train local after-sales engineers, customer service specialists and dispatchers, and establish a service network covering major industrial zones in Thailand.
Performance Management: Develop KPIs for the after-sales team, including First Call Resolution (FCR), Mean Time to Repair (MTTR), and Customer Satisfaction (CSAT), and conduct monthly/quarterly performance reviews and incentives.
Skill Empowerment: Organize regular training on inverter installation, commissioning, maintenance and safety standards to ensure the team's technical capabilities keep pace with product iterations.
On-site Technical Support & Troubleshooting
Critical Fault Resolution: Respond to major, complex or systemic equipment failures such as large-scale shutdowns, IGBT burnout, and grid compatibility issues; provide on-site senior technical support and quickly identify root causes.
Technical Inquiry Handling: Address technical inquiries from channel partners (distributors/EPCs) and end customers (power plant owners, C&I users) and deliver accurate solutions.
On-site Inspection: Conduct regular visits and inspections of large-scale PV power plants, identify potential risks, submit inspection reports, and provide guidance on optimized O&M solutions.
Project Delivery & Grid-connection Support
Grid-connection Commissioning: Coordinate resources to support inverter grid-connection commissioning with local power authorities (PEA/MEA), and resolve issues related to communication protocols and protection settings during grid connection.
Delivery & Acceptance: Supervise project delivery processes to ensure inverters pass installation and acceptance with qualified quality and quantity, and hand over operation and maintenance documents.
After-sales Process & System Development
System Standardization: Establish and standardize after-sales SOPs including service processes, spare parts management and follow-up procedures in compliance with local Thai laws and regulations such as consumer protection laws and industrial safety standards.
Data-driven Improvement: Build an after-sales data analysis system, generate monthly/quarterly After-sales Quality Analysis Reports, and provide feedback to drive product improvements in R&D and quality departments.
Customer Relationship & Channel Management
Key Account Management: Maintain in-depth relationships with major key customers including large PV plant operators and well-known EPC companies, build mutual trust, handle customer complaints, and improve Net Promoter Score (NPS).
Channel Empowerment: Train distributors on after-sales maintenance capabilities, audit their service quality, and build a sustainable channel service ecosystem.
Spare Parts Management
Supply Chain Coordination: Develop spare parts inventory strategies for local warehouses in Thailand, ensure inventory turnover and safety of key components such as fans, capacitors and power modules, and guarantee timely maintenance support.
