Senior Director, Global Service and Warranty

Job Description

The Senior Director, Global Service and Warranty plays a key role in the end-to-end post-sales customer experience, partnering with project management during project execution, with full ownership through the warranty period. This role leads a global, multi-disciplinary team across Commissioning, Warranty, Aftermarket, Field Operations, and Field Services to ensure consistent, quality solar-tracking projects for customers worldwide.

The Senior Director, Global Service and Warranty leader is accountable for the overall customer experience during commissioning and post project execution. This includes commissioning, service and aftermarket revenue, warranty and commercial risk management, and escalation resolution, while partnering closely with Commercial, Reliability, Supply Chain, Engineering, Finance, Legal, and Project Management to align customer outcomes with company strategy and financial goals. In this role, you will hire, develop, and mentor people leaders, promoting a high-performance, accountable, and customer-focused culture. As a global leader, the Senior Director, Global Service and Warranty is responsible for establishing a consistent organizational structure and operating model across Array's different business regions.

Key Responsibilities

Customer Experience & Escalations

• Champion the voice of the customer through regular site visits and customer meetings, and feed insights into product, process, and service improvements.
• Serve as the senior global point of escalation for customer issues across Array's business units in US, Brazil, EMEA, and APAC.
• Oversee structured case management for warranty teams, driving timely, transparent, and high-quality resolution.
• Facilitate regular internal and customer-facing meetings on escalations, aligning stakeholders on ownership, action plans, and timelines.

Commercial Risk, Claims & Margin Protection

• Own and manage the warranty reserve budget and drive cross functional initiatives with Reliability, Engineering and Product Management to reduce warranty exposure.
• Lead negotiation of liquidated damages (LDs) and back-charge claims, post commissioning, to balance customer relationships with protection of company margin.
• Collaborate with Legal, Finance and Accounting on warranty claims to ensure contractual, financial, and commercial alignment.

Aftermarket Revenue & Services

• Own quarterly and annual aftermarket sales targets across services, Repower, spare parts, and service agreements.
• Build and optimize the services portfolio to position Customer Success & Services as a revenue-generating function.
• Identify and execute on upsell and cross-sell opportunities in the installed base in partnership with Commercial teams.

Operational Excellence & Systems

• Design and continuously improve global processes for case management, warranty processing, field operations, and aftermarket services.
• Partner with Integrated Supply Chain to align service delivery and spare parts availability with customer and project needs.

Cross-Functional & Executive Stakeholder Management

• Act as the bridge between Commercial, Engineering, Reliability, Services, Finance and Integrated Supply Chain to ensure aligned customer outcomes.
• Provide regular updates and recommendations to the CCO and executive team on key escalations, risks, and performance trends.
• Support strategic account planning and execution for tier-one customers.

Qualifications

• Recommended Bachelor's degree in Business, Construction Management, Engineering, or related major.
• Proven experience leading large, multi-disciplinary, and post-sales, services, or customer success teams.
• Demonstrated accountability for revenue-adjacent and risk-related metrics (warranty reserves, LDs, back-charges, change orders).
• 8+ years of experience of managing utility-scale renewable energy projects
• Experienced Project Management skills with multi-million-dollar portfolios
• Strong business and commercial acumen and negotiation skills.
• Experience working cross-functionally with Sales/BD, Project Management, Integrated Supply Chain, Reliability, Engineering, Finance, Legal, and IT.
• Familiarity with Salesforce, SAP, Monday, Power BI, SolidWorks, and customer portals (e.g., Autodesk, Procore)
• Excellent communication skills with the ability to influence and engage executive stakeholders and key customers.

At Array Tech, Inc., we strive to lead with our culture, and believe that our people are a key enabler of our future state. Our total rewards philosophy supports Array's ability to attract, develop, and retain our employees. We offer competitive compensation, benefits and wellness programs that align with the local markets where we do business.

Array Tech, Inc. offers equal employment opportunity without regard to race, color, gender, age, creed, sex, religion, national origin, disability (physical or mental), marital status, citizenship, ancestry, sexual orientation, gender identity, and gender expression, or any other legally protected status.