质保经理

Job Description

The Manager, Warranty is responsible for leading Array's warranty operations and ensuring timely, high-quality resolution of customer issues across the installed base of solar tracking systems. Reporting to the Senior Manager, Field Services, this role oversees warranty case management, field-based warranty support, customer escalations, and cross-functional issue resolution. The ideal candidate combines strong technical knowledge, customer focus, operational discipline, and leadership experience to drive warranty excellence while supporting continuous product improvement.

Key Job Responsibilities

• Lead day-to-day warranty operations, ensuring timely and effective resolution of customer-reported issues.
• Manage and develop Warranty Specialists, Field Technicians, and other support personnel responsible for warranty execution.
• Monitor warranty performance metrics, including response times, case aging, closure rates, customer satisfaction, and warranty cost trends.
• Own the warranty case management process and ensure accurate documentation within Salesforce, SAP, and other company systems.
• Serve as the primary escalation point for complex warranty-related customer concerns.
• Coordinate field resources to support warranty inspections, troubleshooting activities, corrective actions, and remedy implementation.
• Partner with Engineering, Product Management, Reliability, Quality, and Supply Chain teams to identify root causes and drive corrective actions.
• Analyze warranty trends and field performance data to identify recurring issues and recommend product or process improvements.
• Support collection, tracking, and reporting of warranty claims, failure data, and field observations.
• Ensure compliance with contractual warranty obligations and established service-level expectations.
• Assist in evaluating warranty reserve impacts and support commercial discussions related to warranty claims when required.
• Maintain and continuously improve warranty processes, workflows, and standard operating procedures.
• Lead regular customer and internal review meetings related to warranty performance and open issues.
• Promote and enforce safety protocols during all field activities associated with warranty work.
• Support training initiatives for field personnel on warranty processes, troubleshooting techniques, and product updates.
• Prepare and present performance reports, warranty metrics, escalation summaries, and continuous improvement recommendations to leadership.

Qualifications

• Bachelor's degree in Engineering, Operations, Business, or a related field.
• 5+ years of experience in warranty management, field service operations, technical support, or customer success within an industrial, manufacturing, or renewable energy environment.
• 2+ years of experience leading or supervising technical teams.
• Experience managing customer escalations and complex technical issue resolution.
• Strong understanding of mechanical systems. Electrical systems knowledge is preferred.
• Strong analytical and problem-solving skills with the ability to identify root causes and drive corrective actions.
• Excellent communication and stakeholder management skills.
• Experience using CRM and ERP systems, including Salesforce and SAP.
• Proficiency with Microsoft Office Suite, including Excel and PowerPoint.
• Ability to travel approximately 25%.

Preferred qualifications

• Experience supporting utility-scale solar projects or solar tracking systems.
• Knowledge of warranty claim administration, failure analysis, and reliability programs.
• Experience working with cross-functional teams including Engineering, Quality, Manufacturing, and Supply Chain.
• Lean, Six Sigma, or project management certifications preferred.
• Experience using data analytics and reporting tools such as Power BI.
• OSHA training or experience supporting field-based safety programs.

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.