Claims Processing, Communication Skills, Contract Processing, Customer Relations, Customer Support/Service, Detail Oriented, Disaster Recovery, Documentation, Engineering Procurement and Construction (EPC/EPCC/EPCM), Environmental Regulations, Financial Trend Analysis, Insurance, Insurance Claims, International Business, Leadership, On Site Support, Organizational Skills, Problem Solving Skills, Record Keeping, Rehabilitation Act, Resource Management, Risk Analysis, Sales, Systems Analysis, Time Management, Willing to Travel
Description
POSITION DESCRIPTION:
We are looking for a Senior Associate, Disaster Recovery and Remediation to join our Disaster Recovery and Remediation team to support and execute critical response efforts related to system damage, customer-impacting events, and insurance-related incidents. The ideal candidate will have experience in customer care, insurance claims, or field service operations, and will work closely with Disaster Recovery leadership, Insurance partners, Vendor Operations, and Field Service teams. This position will report to the Sr. Manager, Disaster Recovery and Remediation and be based out of San Francisco, Santa Clara, or Irvine and is an in-office role.
RESPONSIBILITIES
- Manage and support disaster recovery and remediation cases, including events involving system damage, force majeure, and other customer-impacting incidents.
- Handle insurance claims end-to-end, working closely with insurance brokers to ensure timely and accurate claim processing.
- Triage impacted customers, providing proactive, clear, and empathetic communication—especially in escalated or emotionally sensitive situations.
- Assess system damage and determine whether assets are a total loss or eligible for remediation, including evaluating cost implications to the business.
- Coordinate with Vendor Operations and Field Service teams to allocate resources and execute remediation or recovery efforts.
- Identify emerging risks or threats and escalate trends to leadership, contributing to improved response strategies.
- Support the development and refinement of disaster recovery processes, playbooks, and documentation.
- Maintain detailed case records and reporting to ensure visibility into recovery efforts, costs, and outcomes.
REQUIRED QUALIFICATIONS
- 5+ years of experience in customer care, insurance claims, disaster response, field service operations, or a related field.
- Strong problem-solving skills with the ability to assess complex situations and make sound, timely decisions.
- Experience working with escalated or high-emotion customer interactions.
- Ability to coordinate across multiple teams and stakeholders in time-sensitive scenarios.
- High attention to detail with strong organizational and documentation skills.
- Travel may be required up to x%, depending on business needs.
- Ability to work onsite in San Francisco, Santa Clara, or Irvine.
PREFERRED QUALIFICATIONS
- 3+ years of experience in the solar industry.
- Experience working directly with insurance brokers or carriers.
- Familiarity with force majeure processes and contract interpretation.
- Background in solar field operations, system diagnostics, or remediation workflows.
- Experience in fast-paced, high-growth operational environments.
Hanwha Q CELLS America Inc. (“HQCA”) is a Qcells company, one of the world’s largest manufacturers and providers of solar photovoltaic (PV) products and solutions. Headquartered in Irvine, California, HQCA has been rapidly expanding its business in North America through the expansion of products and solutions, including distributed energy solutions, direct-to-homeowner solar sales and financing, and EPC services. We provide an opportunity to be part of an exciting and growing world-class global business in an interesting and expanding industry of the future.
PHYSICAL, MENTAL & ENVIRONMENTAL DEMANDS: To comply with the Rehabilitation Act of 1973 the essential physical, mental and environmental requirements for this job are listed below. These are requirements normally expected to perform regular job duties. Incumbent must be able to successfully perform all of the functions of the job with or without reasonable accommodation. |
Mobility | Standing | 20% of time | Sitting | 70% of time | Walking | 10% of time | Strength | Pulling | up to 10 Pounds | Pushing | up to 10 Pounds | Carrying | up to 10 Pounds | Lifting | up to 10 Pounds | Dexterity (F = Frequently, O = Occasionally, N = Never) | Typing | F | Handling | F | Reaching | F |
| Agility (F = Frequently, O = Occasionally, N = Never) | Turning | F | Twisting | F | Bending | O | Crouching | O | Balancing | N | Climbing | N | Crawling | N | Kneeling | N | | | | | | | |
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The salary range is required by the California Pay Transparency Act and may differ depending on the location of those candidates hired nationwide. Actual compensation is influenced by a wide array of factors including but not limited to, skill set, education, licenses and certifications, essential job duties and requirements, and the necessary experience relative to the job’s minimum qualifications.
*This target salary range is for CA positions only and should not be interpreted as an offer of compensation.
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