Senior Director, Global Service and Warranty

Key Responsibilities

• 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.
• 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.
• 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.
• 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.
• 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.