Director, Field Services

Job Description

Director, Field Services

Job Summary

The Director of Field Services leads Array’s field service organization within the Customer Success team, driving excellence in commissioning, installation support, customer service, and maintenance/warranty for our solar tracking systems. In this high-impact role, you will ensure that Array’s industry-leading solar trackers are serviced, commissioned, and supported to the highest standards, maximizing performance and customer satisfaction. Reporting to the Sr. Director of Customer Success, the Director of Field Services sets the strategic direction for field operations and mentors a team of managers (Field Operations, Warranty, and Aftermarket) to uphold Array’s mission of generating energy with integrity for a sustainable world. This role requires a seasoned leader with a strong technical background, customer-centric mindset, and a passion for renewable energy.

Key Job Responsibilities

• Leadership & Strategy: Provide strategic direction and day-to-day leadership for the Field Services team, including commissioning, installation support, preventive maintenance, and warranty service operations. Oversee regional field teams and managers to ensure consistent, high-quality support for utility-scale solar tracker projects across North America.
• Team Development: Lead, mentor, and develop a distributed team of field professionals and managers (Warranty, Field Operations, Aftermarket), fostering a culture of safety, collaboration, and continuous improvement. Ensure all team members are trained in the latest procedures and technologies for solar tracker installation and service.
• Customer Success: Act as a senior customer liaison for all activities related to field support, ensuring prompt resolution of field issues, and a positive customer experience. Engage with key customers to understand their needs and ensure Array’s services are exceeding expectations in uptime and performance.
• Operational Excellence: Establish and monitor key performance indicators (KPIs) for field service (response times, issue resolution rate, system uptime, etc.), and drive initiatives to meet or surpass targets. Collaborate with Engineering and Quality teams to develop best practices and standard operating procedures for field work, including thorough documentation, case management, and feedback loops for continuous improvement.
• Cross-Functional Collaboration: Work closely with Engineering, Product Management, and Quality teams to escalate and resolve complex technical issues. Use insights from field operations and warranty claims to drive upstream improvements in product design and quality, ensuring lessons learned in the field drive future product enhancements.
• Safety & Compliance: Champion a strong safety culture across all field activities. Ensure compliance with OSHA regulations and industry standards during on-site work – including training staff in safe work practices and verifying that all field personnel carry required certifications (e.g., OSHA 30). Proactively identify and mitigate risks in the field, enforcing Array’s safety and quality protocols.
• Resource & Budget Management: Oversee workforce planning, scheduling, and resource allocation for field service engagements. Manage the Field Services budget, including travel and operational expenses, and seek efficiencies without compromising service quality. Approve and monitor field team travel and expenses through systems like Concur, ensuring cost-effective deployment of resources.
• Reporting & Communication: Provide regular updates to senior leadership on field performance, customer feedback, and service metrics. Develop clear reports and dashboards to communicate the value and impact of field services on customer success and overall business goals. When necessary, present plans and outcomes to executive management and incorporate their feedback into team strategy.
  
  

Qualifications

• Education & Experience: Bachelor’s degree in Engineering, Operations Management, or related field; advanced degree is a plus. 5 years of experience in field service, project management, operations, or technical customer support.
• Industry Knowledge: Strong background in renewable energy, power systems, or industrial equipment. Experience with utility-scale solar projects or solar tracking technology is highly desirable, as it provides context for Array’s core products and customers.
• Leadership Skills: Proven ability to build, lead, and inspire high-performing teams. Exceptional communication and people management skills, with a track record of cross-department collaboration and talent development.
• Customer Focus: Demonstrated commitment to customer satisfaction and advocacy. Ability to handle customer escalations with professionalism and to negotiate positive outcomes that balance customer needs and company policies.
• Analytical & Problem-Solving: Data-driven approach to managing operations – comfortable defining KPIs, analyzing performance metrics, and using data to drive decisions. Skilled in troubleshooting complex technical problems and guiding teams to effective solutions under pressure.
• Safety & Quality Orientation: Deep understanding of workplace safety and quality control. Knowledge of OSHA standards (OSHA 30 certification strongly preferred) and experience implementing safety programs for field teams. Meticulous about maintaining high quality standards in service delivery.
• Flexibility & Travel: Willingness to travel to customer sites, regional offices, and industry events as needed (estimated ~25% travel). Adaptable to work in outdoor environments when visiting projects, and able to support teams in emergency or off-hour situations if critical issues arise.
• Solar Industry Experience: Direct experience in the solar energy sector, particularly in utility-scale PV or tracking systems, is a strong plus. Understanding the nuances of solar tracker construction, commissioning, and O&M will help in guiding the team effectively.
• Continuous Improvement Certifications: Background in continuous improvement methodologies (Six Sigma, Lean) or relevant certifications that demonstrate ability to improve processes and efficiency.
• Project Management: Project management experience or PMP certification, indicating ability to oversee complex field initiatives and coordinate across various stakeholders.
• Technical Aptitude: Familiarity with mechanical and electrical aspects of large-scale solar or similar industrial systems. Ability to read technical drawings and support troubleshooting guidance from a systems-level perspective.
  
  

Tools & Software Requirements

• CRM/Case Management: Proficiency with Salesforce or similar CRM platform for case and service management (experience with Salesforce Service Cloud highly desirable). Able to review and analyze service cases, ensure proper documentation, and use the system to track field interventions and customer communications.
• ERP Systems: Experience with SAP or comparable Enterprise Resource Planning software for logistics and warranty parts management. Comfortable extracting data or generating reports related to service orders, warranty claims, and spare parts inventory.
• Expense & Travel Systems: Familiarity with Concur or other travel/expense management tools for overseeing team travel expenses and approvals. Ensures adherence to travel policies and efficient use of budget when dispatching field personnel.
• Productivity & Analysis Tools: Strong skills in Microsoft Office Suite (Excel, Word, PowerPoint) for data analysis, reporting, and presentations. Experience with data visualization or dashboard tools is a plus for communicating KPIs.
• Communication & Collaboration: Proficient in communication platforms (e.g., MS Teams, SharePoint) to coordinate with remote teams. Uses collaboration tools to maintain alignment and knowledge-sharing among field teams and office-based teams.
• Remediation Management: Experience with tools or processes for managing remediation and retrofit projects. This includes tracking corrective action plans, scheduling large-scale fixes or upgrades (often in spreadsheets or project management software), and ensuring successful execution of field remediation initiatives from start to finish.
  
  

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.