Director of Technical Support

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 Director of Technical Support to lead SMA Americas Technical Support function for the Large-Scale segment. This role is accountable for delivering expert-level technical solutions to customers and internal field service teams ensuring high-quality diagnostics efficient resolution of equipment failures and consistent escalation management across North America.
• The Director of Technical Support serves as the primary escalation point for complex technical issues impacting customer satisfaction and field performance. This leader works closely with Engineering R&D and Quality teams at SMA headquarters to resolve regional technical issues identify recurring failure patterns and drive continuous improvement across SMAs inverter and communication product portfolio.
• This position follows a hybrid work model for local candidates with in-office collaboration and is remote for non-local candidates requiring the ability to effectively support field operations and partner with cross-functional teams across regions. The role plays a critical leadership function within SMAs Service & Operations organization partnering closely with Field Service Operations and Service Quality to build a proactive customer-centric technical support model and ensure support readiness for new product introductions.

PRIMARY DUTIES / RESPONSIBILITIES

Lead Technical Support and Troubleshooting

• Lead and develop Level 1 2 and 3 Technical Support teams supporting the Large-Scale segment across North America
• Serve as the primary escalation point for complex technical challenges impacting customer satisfaction or field performance
• Ensure effective coordination between Technical Support Field Service Operations and Customer Service to deliver rapid and accurate diagnostics
• Establish track and report KPIs including case resolution time first-call resolution rate and field escalation efficiency driving continuous improvement

Collaboration with R&D Engineering and Quality

• Collaborate with R&D Engineering and Quality teams at SMA headquarters to escalate analyze and resolve recurring issues failure trends or design-related defects
• Provide technical leadership in root cause analysis and contribute to product improvement feedback loops
• Own and maintain a robust technical knowledge base to support onboarding training and diagnostic consistency

New Product Introduction and Support Readiness

• Participate in new product introduction planning to ensure technical support readiness and field serviceability
• Partner with cross-functional teams to ensure new products are supported with appropriate tools documentation and processes

Product Behavior and Technical Leadership

• Act as the voice of Technical Support for customer escalations executive briefings and internal leadership forums
• Partner closely with the Director of Field Service Operations and Service Quality to build a proactive and customer-centric service organization
• Other duties as assigned

REQUIRED QUALIFICATIONS

• Associates degree in a technical or electrical field is required
• Bachelors degree in a technical field or business is preferred
• Minimum of 5 years of experience in technical product support
• Phone-based technical support experience is required
• Experience supporting inverter and communication products
• Strong written and verbal communication skills in English
• Ability to analyze complex technical problems and present clear solutions
• Proficiency with Microsoft Office Suite including Word Excel and PowerPoint
• High attention to detail and accuracy

PREFERRED QUALIFICATION

• Call center management experience
• Experience managing a departmental budget
• German and or Spanish language proficiency
• NABCEP certification
• Experience supporting large-scale solar or energy systems
• Ability to travel domestically as needed

WE OFFER

• Base salary range of $104000 $134000 annually dependent on experience
• Comprehensive benefits including health dental and vision coverage including $0 premium options
• Hybrid work schedule for local employees with in-office collaboration and remote flexibility for non-local employees
• 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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