Experience

• 

  BP Solar

  • United Kingdom
  • Oil and Gas
  • 700 & Above Employee

  • After Sales Engineer (Technical Customer Support and Warranty Claims for USA)

    • 2005 - 2012

    After Sales Team Leader, provided training to Customer Service Coordinators by leading the group toward service excellence.• Increased and maintained customer satisfaction and reduced requirements for additional personnel by managing all incoming warranty claims timely and accurately.• Developed and implemented standard warranty claim forms to accurately obtain and process warranty and solar installations performance claims.• Saved the company several hundred thousands of dollars in warranty claims by troubleshooting solar installations.• Turned unhappy customers into happy clients by processing warranty claims timely and professionally.• Prevented customers from filing legal actions against the company by properly diagnosing product failures and negotiating warranty claims. • Worked with third party solar module and part providers to replace faulty and obsolete products with equivalent replacements to minimize down time and costs increasing customer satisfaction.• Accurately communicated warranty procedures to managers, customers and distributors to improve warranty processing time. • Helped management exiting the solar business resulting in seamlessly transitioning.

  • Technical Services Engineer

    • 2000 - 2005

    Investigated and resolved customer’s technical problems (with BP Solar products) and complaints eliminating future operational and service difficulties. • Reviewed customers and field representative’s documentation and performance reports of solar installations and inspected malfunctioning product to determine nature and scope of problem. • Analyzed, reviewed the findings to determine source of problem, and recommend replacement, repair or other corrective action. • Coordinated problem resolution with different departments to expedite repairs. • Analyzed reports of technical problems to determine trends to implement improvements in future design, production, services and maintenance process. • Prepared handbooks and Technical Bulletins to inform customers/installers of new policies. • Provided on-site technical assistance, evaluated and oversaw repairs of returned solar panels. • Kept databases of Customer complaints.

• 

  Solarex

  • Frederick, MD

  • Product Development Engineer (Photovoltaic)

    • 1990 - 1999
    • Frederick, MD

    • Conducted analytical studies on engineering proposals to develop and design products.• Coordinated product manufacturing to comply customer requirements.• Supervised field installations, provided technical support to sales department and trained customers.

• 

  SOLAREX

  • Miami, Florida

  • Regional Sales Engineer for Latin America and the Caribbean

    • 1988 - 1989
    • Miami, Florida

    • Trained and demonstrated products to customer and distributors.• Reviewed blue prints, contracts and customer documents to develop and prepare cost estimates. • Compiled list of prospective customers and prepared sales leads.