Aftersales Manager (Solviva Energy)

After Sales Manager

Company: Aboitiz Power - Solviva

Location: Makati CBD, Hybrid

About Solviva

Solviva is a fast-growing solar startup on a mission to make clean energy accessible and affordable for homeowners across the Philippines. We're building the future of residential solar—offering flexible financing, the latest solar technology, and a seamless, hassle-free transition to solar ownership. As we scale, we need passionate, driven leaders to help shape our growth and the future of residential energy.

Solviva is the first venture launched from AboitizPower's 1882 Ventures, a venture studio focused on decentralizing the energy system and creating more sustainable homes, businesses, mobility, and networks.

Role Overview

The After sales Manager, owns Solviva's entire post-installation service ecosystem. The role is accountable not only for resolving customer concerns, but for designing, building, scaling, digitizing, and continuously improving the systems, organization, data, products, and operating model that support customers throughout the full life of their solar and energy assets.

This is a builder-operator role. The successful candidate must be able to diagnose the current state, design the future-state operating model, implement the required processes and technologies, build the team, and personally lead operations until the system can run predictably at scale.

1. After Sales Strategy & Operating Model

• Define the multi-year After Sales strategy, target operating model, organization design, service catalog, service levels, escalation model, capacity plan, and geographic expansion roadmap.
• Translate growth forecasts into staffing, field-service, spare-parts, OEM, partner, technology, and budget requirements.
• Establish clear end-to-end ownership from system turnover to monitoring, service request, troubleshooting, site visit, repair/replacement, warranty recovery, closure, and recurring service.

2. Service Operations & Customer Relationship Management

• Lead all day-to-day After Sales operations and ensure customer cases are resolved with speed, quality, transparency, and professional communication.
• Own customer service standards, case prioritization, response and resolution SLAs, escalation rules, complaint management, service recovery, and closure quality.
• Build relationship-management practices for high-value, long-tenure, at-risk, and recurring-issue customers.
• Ensure customers receive proactive updates before they need to follow up.

3. Systems, Digitization & Automation

• Design and implement the digital backbone for After Sales, including CRM/ticketing, asset registry, customer and site history, monitoring integrations, field-service workflows, warranty records, knowledge base, dashboards, and customer self-service.
• Automate repetitive activities such as case routing, alerts, status updates, reminders, SLA breach warnings, warranty tracking, recurring maintenance schedules, and management reporting.
• Partner with Technology/Product teams to define requirements for the Solviva app and other digital customer-service capabilities.
• Ensure systems are simple enough for frontline adoption while producing reliable management data.

4. Data, Analytics, Prediction & Forecasting

• Create a single source of truth for the installed base: customer, system configuration, serial numbers, commissioning data, monitoring status, service history, warranty status, and issue taxonomy.
• Build dashboards and analytics that identify recurring failures, root causes, high-risk products or installers, customer pain points, regional patterns, cost drivers, and service productivity.
• Develop predictive indicators for likely system faults, repeat complaints, warranty exposure, spare-parts demand, service workload, staffing needs, and customer churn or dissatisfaction.
• Produce weekly, monthly, quarterly, and annual forecasts for service volume, manpower, field capacity, spare parts, warranty claims, operating cost, and service revenue.

5. Product, Service & Lifecycle Development

• Convert after-sales insights into better products, installation standards, design rules, OEM decisions, customer policies, and preventive controls.
• Design and launch lifecycle services such as preventive maintenance, system health checks, cleaning/maintenance programs, extended service plans, upgrades, battery/storage expansion, and other future energy services where commercially viable.
• Build the business case, pricing logic, service model, operating process, and KPI framework for new after-sales products.
• Create closed-loop Voice of Customer and Voice of Asset mechanisms so field issues directly improve Engineering, Supply Chain, Sales, Product, and installation decisions.

6. Warranty, OEM, EPC & Partner Ecosystem

• Own the operational warranty process from evidence collection and technical validation through OEM/EPC claim submission, replacement, recovery, and customer closure.
• Establish warranty turnaround targets, claim aging controls, documentation standards, partner scorecards, and recovery tracking.
• Work with Supply Chain and Engineering to define spare-parts strategies, safety stock, repair-versus-replace rules, and critical-part availability.
• Use service data to identify poor-performing products, contractors, installation practices, and suppliers, and recommend corrective action or commercial consequences.

7. Team Leadership & Capability Building

• Lead the current After Sales team and design the future organization required for scale, including roles such as customer support, technical support, remote monitoring, field service, warranty, analytics, and service planning as justified by volume.
• Set individual and team KPIs, operating cadences, quality standards, decision rights, escalation rules, and clear definitions of done.
• Build training, certification, coaching, playbooks, scripts, troubleshooting guides, knowledge articles, and succession plans.
• Develop Leads and Managers who can run daily operations without constant escalation to the Senior Manager or COO.

8. Performance, Financial & Capacity Management

• Own After Sales performance using a balanced scorecard covering customer experience, speed, first-time resolution, backlog, quality, repeat issues, warranty recovery, cost, productivity, and revenue.
• Build the annual operating plan and budget for After Sales, including headcount, systems, field service, tools, logistics, spares, training, and vendor support.
• Track cost per case, cost per installed system, repeat-visit cost, warranty recovery value, service productivity, and commercial returns from paid services.
• Design capacity models that prevent service backlog as Solviva's installed base expands.

9. Governance, Risk & Continuous Improvement

• Establish controls for case ownership, technical approvals, customer commitments, warranty evidence, data quality, privacy, safety, and financial authorization.
• Conduct structured root-cause reviews for major incidents, repeated failures, escalated complaints, and SLA misses; ensure corrective and preventive actions are completed.
• Maintain service continuity and escalation plans for outages, product defects, vendor failures, regional expansion, and sudden increases in service demand.
• Continuously simplify processes using data, automation, standardization, and elimination of avoidable handoffs.

10. Cross-Functional Leadership

• Work as the After Sales voice in Engineering, Customer Experience, Supply Chain, Sales, Finance, Product/Technology, and management discussions.
• Define clear handoffs and accountability between installation/project teams and After Sales during project turnover.
• Provide fact-based recommendations to Management on product quality, supplier selection, installation standards, customer commitments, service economics, and expansion readiness.
• Represent Solviva with strategic OEMs, utilities, service partners, and key customers when senior-level intervention is required.

Qualifications and Skills

Education & Background

• Bachelor's degree in Engineering, Business, Operations Management, Service Management, Information Systems, Data/Analytics, or a related field.
• Postgraduate degree, MBA, professional certifications, or formal training in service management, customer experience, analytics, Lean/Six Sigma, project management, or digital transformation is an advantage but not required.
• Solar or renewable energy experience is strongly relevant but is not required.
• Strong candidates may come from electric distribution utilities, energy services, telecommunications, automotive, appliances/electronics, HVAC, industrial equipment, building systems, facilities services, home services, or other industries with an installed asset base, field service, warranty, technical support, and long-term customer relationships.
• Experience working with OEMs, contractors, field technicians, utilities, service partners, or geographically distributed operations is preferred.

Technical Expertise

• 5+ years of progressive experience in After Sales, Customer Service, Field Service, Technical Service, Service Operations, Customer Relationship Management, or a closely related function.
• At least 3 years leading managers, supervisors, or multi-disciplinary service teams, with direct accountability for service performance and customer outcomes.
• Demonstrated experience designing and implementing an after-sales/service operating model, not only inheriting and maintaining an existing one.
• Proven track record of personally leading both transformation projects and day-to-day operations.
• Hands-on experience with CRM/ticketing platforms, field-service management, asset/service records, dashboards, workflow automation, customer communications, or remote monitoring systems.
• Strong analytical ability: able to turn service data into root causes, forecasts, capacity plans, product decisions, and management actions.
• Experience implementing digitization or automation initiatives that materially improved service speed, quality, productivity, or customer experience.
• Comfortable defining business requirements for technology teams and challenging system designs that do not solve operational problems.

Problem Solving & Execution

• Proven ability to troubleshoot and resolve technical issues independently.
• Detail-oriented, organized, and able to manage multiple service requests and field visits efficiently.
• Comfortable working in field conditions and conducting rooftop inspections when needed.

Communication & Collaboration

• Strong interpersonal and communication skills with the ability to explain technical concepts clearly to non-technical customers.
• A customer-first mindset with a calm and solutions-driven approach under pressure.
• Experience coordinating with cross-functional teams to resolve issues and improve service delivery.

Growth & Owner Mindset

• Proactive, solutions-oriented, and committed to continuous improvement.
• Strong sense of ownership, accountability, and pride in delivering high-quality work.
• Able to train and mentor junior engineers or site staff as needed.

Organization

This role reports to the COO and may require interface with the CEO. This role focuses on the After Sales of Solviva and others as agreed upon.