Sr. Program Manager, Warranty and Service Quality

Role Description

You will develop and lead the processes needed to improve field quality, strengthen internal service execution, and drive supplier accountability, ensuring that any quality issues are resolved at the root cause to sustain customer trust.

Key Responsibilities

• Strategic Leadership & Vision
  • Own the operating framework for warranty and service quality, ensuring it supports a high-quality customer journey.
  • Establish warranty policies and service quality standards that protect the customer from defects and non-conformances.
  • Drive alignment across service, engineering, and supply chain to ensure quality issues are resolved holistically.
• Warranty & Internal Service Quality
  • Lead warranty operations and governance, monitoring trends to identify emerging risks to customer satisfaction.
  • Define and implement service quality standards across field service and commissioning to ensure repair effectiveness and procedural compliance.
  • Partner with service leadership to improve first-time fix performance and field execution discipline.
• Field Quality & Root Cause Resolution
  • Lead the intake and triage of field quality issues, ensuring that customer-impacting failures are prioritized for immediate resolution.
  • Drive cross-functional root cause investigations and ensure corrective actions are verified and sustained across the fleet.
  • Establish evidence requirements and failure documentation standards to support sound technical and commercial conclusions.
• Supplier Quality & Cost Recovery
  • Partner with Supply Chain to drive supplier accountability for defects, ensuring the customer experience is not compromised by component failures.
  • Develop and manage chargeback processes tied to supplier-caused failures and warranty events.
  • Translate warranty and quality insights into actionable improvements for future product designs and supplier selections.

Qualifications

• Required
  • Bachelor’s degree or equivalent combination of education and experience.
  • 7+ years of experience in warranty management, service quality, or technical program management.
  • Experience in root cause analysis and managing cross-functional quality improvement initiatives.
  • Strong financial acumen related to warranty cost tracking and supplier recovery.
• Preferred
  • Experience in service quality management or customer experience (CX) improvement programs.
  • Experience in energy storage, automotive, or industrial OEM environments.
  • Familiarity with supplier quality systems and commercial chargeback governance.

Leadership Attributes

• Quality-driven advocate for the customer who refuses to accept "symptomatic" fixes for systemic problems.
• Highly disciplined leader with a focus on operational excellence and accountability.
• Strong communicator capable of managing complex commercial and technical disputes with suppliers.

Location & Travel

• Flexible Location: This position is remote-friendly (U.S. locations) for candidates with a proven ability to deliver results outside of a traditional office environment.
• Significant Travel: This role may require travel to China to interface with manufacturing and engineering teams, as well as extensive travel across the US to collaborate with service partner sites and visit customer installations.

Benefits

• Immediate medical, dental, vision and prescription drug coverage
• Flexible family care days, paid parental leave, new parent ramp-up programs, subsidized back-up child care and more
• Family building benefits including adoption and surrogacy expense reimbursement, fertility treatments, and more
• Vehicle discount program for employees and family members and management leases
• Tuition assistance
• Established and active employee resource groups
• Paid time off for individual and team community service
• A generous schedule of paid holidays, including the week between Christmas and New Year’s Day
• Paid time off and the option to purchase additional vacation time.