Director of Field Service Operations U.S. & Canada

Why Work at SMA America

At SMA America we believe in Energy that Changes. Since 1981 weve been developing innovative solar technology that simplifies secures and enhances the performance of photovoltaic systems all while pushing the boundaries of whats possible in clean energy.

But were not just transforming power were empowering people.

Weve built a culture where bold ideas are welcomed collaboration is second nature and your career growth truly matters. With our Rocklin CA headquarters as the hub we offer a hybrid work model competitive benefits and a team-driven environment where your impact is seen and felt.

Whether youre a sales expert service pro or engineering innovator if youre ready to join a purpose-driven team committed to shaping the future of energy wed love to meet you.

POSTITION OVERVIEW

The Director of Field Service Operations U.S. & Canada is responsible for managing and directing the service activities of the assigned customer-facing service department. Duties include creating and executing department-level field related service operations and helping to develop the overall U.S. and Canada Field Service Strategy positioning SMA as the service leader in the industry and leading the organization to best-in-class customer satisfaction and service operations performance one customer at a time.

PRIMARY DUTIES / RESPONSIBILITIES

• Promote and set safety standards in all customer service operations. Ensure workforce is performing work in accordance with SMA Safety Standards and Procedures on a daily basis.
• Set department-level strategies/priorities and assist with development planning and implementation of service operations strategy for the Americas with accountability for financial customer operations employee and innovation targets and objectives.
• Motivate manage and coach the Field Service Operations including back-office support Field Service Key Accounts and MVT teams to build support and promote customer satisfaction and service operations excellence.
• Identify and lead continuous customer satisfaction performance improvement. Set and meet Customer Satisfaction targets define and implement action plans to improve areas of under-performance.
• Define and actively monitor key performance indicators (KPIs) of the department service operations performance and drive continuous improvement. Define and implement action plans to improve areas of under-performance.
• Lead and manage customer escalations as required to satisfactory resolution. Identify establish and lead cross-functional teams as required to resolve complex system-level issues and escalations.
• Identify and lead business innovation initiatives to maintain service leadership in the PV and Battery Storage industry.
• Take an active leadership role in the employee review and development process. Work with the management team to ensure a high-quality employee review and development process is implemented for all employees in line with established processes and timelines.
• Interface with Germany headquarters other SMA organizations and external suppliers/partners/customers as required to address customer service issues and optimize service operations within North America.
• Participate in the annual budgeting process for the department and manage the actual monthly budget spend to plan.
• Other duties as may be required or assigned.

REQUIRED QUALIFICATIONS

• Education: A bachelors degree in technical field is required.
• At least four years of experience in a management role preferably managing service operations or customer service are required.
• Call center and/or field service management experience is preferred.
• At least seven years of experience in other service roles are preferred.

PREFERRED QUALIFICATIONS

• Familiarity with photovoltaic systems and Battery storage power inverters is preferred.
• Solid knowledge of managing a field service organization is required.
• Strong leadership management and organizational development skills are required.
• Ability to communicate effectively with customer senior/executive management in high-stress situations is required.
• Strong analytical and data-driven management skills are required.
• Proficiency in the English language both written and verbal is required. German and/or Spanish language skills are a plus.
• Proficiency with Microsoft Office Suite (Word PowerPoint Excel) is required.
• Attention to detail and a high level of accuracy are required.
• Ability to engage and motivate employees.
• Ability to analyze and solve problems effectively.
• Ability to work well independently and as a member of a regional/global team is required.
• Ability to manage and prioritize multiple projects/tasks.
• Ability to work flexible hours as early morning evening or weekend work may be required.
• A valid drivers license and an acceptable driving record are required.
• This position may require periodic domestic and international travel.

WE OFFER

• Pay Range:$104000 - $134000 annually dependent upon experience
• Comprehensive benefits including health dental and vision coverage (including $0 premium options)
• Dedicated Hybrid Schedule: In-Office Tuesday and Thursdays; remote on Monday Wednesday and Fridays
• 401(k) plan with company match
• Opportunities for professional development and training
• Inclusive collaborative and innovative work environment

Our EEO Policy

We are an equal opportunity employer and we make our employment decisions on the basis of merit and without regard to ones race color creed sex (includes gender pregnancy childbirth and related medical conditions) gender identity religion marital status age (over 40) national origin or ancestry physical or mental disability (includes HIV/Aids) medical condition (cancer genetic characteristics) veterans status sexual orientation or any other consideration made unlawful by law.

In accordance with applicable law protecting qualified individuals with known disabilities SMA will attempt to reasonably accommodate qualified applicants with known disabilities unless doing so would create an undue hardship on SMA. Any qualified applicant with a disability who believes he or she requires an accommodation in order to perform the essential functions of the job for which he or she is applying should identify the accommodation(s) needed in theapplication.

Our Privacy Policy

During your job application or recruitment process with us: (a) SMA may collect your personal information directly from you such as when you submit your application and resume on our online portal or when you have job interviews with us. We may also obtain your personal information from third parties including but not limited to your former employers background or employment check service providers or third-party recruiters; and (b) SMA may use or process applicants personal information for relevant purposes including but not limited to general communications with you identity verification background or employment checks determination of eligibility and making hiring decisions. For successful job applicants who become SMAs staff we may retain and integrate your personal information collected during the recruitment process into your records at SMA. For unsuccessful job applicants SMA may retain your application for internal records or for future recruitment purposes.

If you are a California resident you have specific rights regarding your personal information under the California Consumer Privacy Act of 2018 as amended including by the California Privacy Rights Act of 2020 and its implementing regulations (the CCPA). This Company Personnel and Covered Individuals Privacy Notice for California Residents issued by SMA is applicable to you and explains your CCPA rights and our collection use or disclosure of your personal information.

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