Service Provider Coordinator

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

• We are seeking a Service Provider Coordinator responsible for providing efficient and effective support to SMA customers across the Americas region by implementing and supporting the Service Provider strategy.
• This role works closely with Service Providers and internal SMA teams to ensure accurate case management inventory oversight service performance tracking and timely resolution of service activities in support of customer and operational objectives.

PRIMARY DUTIES / RESPONSIBILITIES

• Assist in evaluating and onboarding new Service Providers in existing and new markets.
• Review material consumption recorded in Salesforce cases and work with Service Providers to manage inventory including support with quarterly cycle count reporting.
• Coordinate and manage replacement unit inventory for regional Service Providers including suggesting new orders following up with Global Order Management and assisting with import and export questions as needed.
• Review unfinished and aging provider cases and work with Service Providers to update cases for accuracy and timely resolution in alignment with SMA goals.
• Work with SMA data analytics teams to prepare monthly KPI data and reports and coordinate quarterly provider KPI meetings.
• Review in partnership with Regional Managers and Dispatchers invoices for provider technicians and provide findings to the Service Provider Manager.
• Monitor open service activities involving Service Providers to ensure resolution meets SMA service and customer support standards.
• Support Service Provider technicians with account setup including laptops system access and required software programs.
• Maintain accurate Service Provider access and documentation within SMA systems including SharePoint.
• Participate in regular status meetings and bi-annual performance reviews with Service Providers.
• Escalate Service Provider issues to SMA Technical Support Management as needed.
• Support the Service Provider Senior Manager as required and perform other duties as assigned.

REQUIRED QUALIFICATIONS

• An associate degree or equivalent combination of education and experience is required.
• One to three years of experience in customer support roles managing and resolving complex customer issues is required.
• Experience with renewable energy products or electro-mechanical products is preferred.

PREFERRED QUALIFICATIONS

• Experience coordinating with external service providers.
• Experience with SAP and or Salesforce systems.
• Experience with inventory tracking KPI reporting and service case management.
• Strong solution-oriented problem-solving skills with a customer-focused mindset.
• Excellent interpersonal and communication skills with both providers and customers.
• Proficiency in Microsoft Office Suite including Word PowerPoint and Excel.
• Proficiency in the English language both written and verbal is required.
• Proficiency in Spanish is preferred.

WE OFFER

• Compensation of $29.50 to $30.50 per hour dependent on experience and qualifications.
• Hybrid work arrangement for local candidates and fully remote eligibility for non-local candidates.
• Comprehensive benefits including health dental and vision coverage. 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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