Job Description:
Director of Global Service Operations
Power Conversion Systems (PCS) for
PV Solar and Battery Storage Applications
Position Level: Full-Time Employee
Location: Mesa, AZ preferred, possible hybrid/remote position within the United States
Travel: Frequent domestic and international travel, including visits to customer sites
and regional service teams
Position Summary
As part of the Nextpower Services & Customer Operations Business Unit, the Director of Global Service Operations, PCS leads the service organization for power conversion systems used in utility-scale renewable energy plants, including solar inverters and battery energy storage system (BESS). This experienced leader is accountable for safe, reliable, and responsive service delivery throughout the equipment lifecycle—from commissioning and handover through warranty support, troubleshooting, repairs, and long-term customer support.
The Director will build and improve global service capabilities, develop regional teams and service partners, and work closely with customers and internal engineering, product, supply chain, sales, and quality groups. The role combines operational leadership with technical judgment, customer engagement, and a focus on customer satisfaction, service performance and business results.
Key Responsibilities
Global service operations
· Define and execute the global service strategy for PV solar and battery storage power conversion systems.
· Lead regional service teams and service partners, setting clear expectations for safety, response times, quality, and customer experience.
· Establish robust and consistent service processes for safety, commissioning, preventive maintenance, troubleshooting, corrective maintenance, warranty claims, and equipment upgrades.
· Develop scalable operating models, including regional coverage, staffing plans, replacement parts & tools strategies, escalation paths, and service partner capabilities.
· Monitor service performance and operational data to establish KPIs focused on reliability, service response, and cost effectiveness.
Customer and incident support
· Be responsible for customer satisfaction and act as an escalation point for significant equipment issues, outages, and customer concerns.
· Coordinate cross-functional incident response, including technical investigation, customer communication, containment, and corrective actions.
· Ensure field teams have the procedures, training, tools, and technical support needed to resolve issues safely and effectively.
· Build strong working relationships with customers, asset owners, EPCs, operators, and service partners.
· Support service agreement development and delivery, including scope, performance commitments, and customer reporting.
Commissioning and technical support
· Oversee commissioning readiness and service handover for new solar and BESS projects.
· Ensure commissioning activities follow approved procedures, quality requirements, and site safety rules.
· Coordinate with engineering and product teams to resolve field issues and communicate product updates to service teams.
· Promote consistent troubleshooting methods, documentation, and feedback from field experience into product improvement.
· Support training and technical qualification programs for employees and service partners.
Parts, warranty, and service systems
· Work with supply chain and regional teams to plan spare parts, repair capacity, tools, and logistics coverage.
· Oversee warranty administration, service documentation, and the review of recurring failure trends.
· Ensure service work orders, asset histories, and customer cases are recorded in appropriate systems.
· Develop dashboards and management reporting for service activity, equipment reliability, customer issues, and financial…