Job Description:Manager, Warranty | Atrisco VistaJob Summary: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.
