SMA America

QA Engineer

• Provides consistent assessments to help identify the team’s development and training needs and offering suggestions for individual action plans.
• Develops and provides metrics for reporting and improving departmental productivity and quality.
• Analyzes and presents actionable plans for key metrics around quality within the Contact Center department.
• Supervise the day-to-day activities of the Contact Center to identify process adherence and technical knowledge retention.
• Requires consistent record in the setup, execution, and management of quality programs.
• Perform call listening and call quality audits to advise the leadership team of thematic opportunities.
• Monitors compliance against process and quality improvement plans through routine and focused audits.
• Provides a monthly executive-level summary of results from audits including action plans to elevate performance.
• Maintains a quality dashboard for each Technical Service Representative.
• Continually works to assess needs and recommend training solutions that can be integrated into existing training modules or in the development of new modules.
• Identifies quality and performance trends and communicates to Supervisors and Technical Trainer and identifies optimization opportunities.
• Demonstrates a comprehensive understanding of the Contact Center’s overall suite of services, operating platform(s), and strategic initiative.
• Leads to improve upon all metrics for the Contact Center as a whole and individually through QA process.
• Documents results of audits for review and follow up.
• Serves as a role model and mentor to Contact Center employees.
• Other duties may be required or assigned.

Contact Center Quality Assurance Manager

Human Resources

• Partner with management to identify current and future talent needs, aligning people initiatives with business priorities.
• Partner cross-functionally to support company-wide initiatives related to DEI, engagement, and leadership development.
• Partner with leaders to define role requirements and develop recruiting plans that attract top talent.
• Leverage innovative sourcing methods to build strong candidate pipelines, including employer branding and campus partnerships.
• Ensure a high-quality candidate experience through process excellence, timely communication, and inclusive practices.
• Track and analyze recruiting metrics to optimize effectiveness and hiring outcomes.
• Design and deliver scalable learning solutions aligned with business goals and employee growth needs.
• Lead the execution of key development programs, including leadership training, performance management, personality assessments, and internal workshops.
• Collaborate with managers to build individual development plans and team capability strategies.
• Facilitate feedback loops and training assessments to ensure program effectiveness and continuous improvement.
• Support the development of succession and high-potential pipelines through targeted learning initiatives.
• Oversee onboarding and offboarding processes in partnership with HR operations and hiring managers.
• Support compliance efforts with employment laws, SMA policies, and internal audits.
• Coordinate leave of absence cases (FMLA, STD, LTD) and return-to-work planning.
• Maintain the HRIS database and updates all applicable employee information, as necessary.
• Assist with the maintenance of all relevant personnel documentation.
• Contribute to HR process improvement, documentation, and policy evolution as part of the HR team

HR Business Partner – Talent & Development

Operations

• Contributes to the Standard Operation Procedures (SOPs) and stores them properly for team access.
• Collects, analyzes, and summarizes data for organization systems and performance reports.
• Collaborates and completes the Sales & Operations Planning (S&OP) worksheet.
• Collaborates cross-functionally to keep SOPs current and accurate.
• Creates and maintains reports and presentations.
• Assists with departmental changes and improvements.
• Tracks KPIs across the team to track strategic goals, milestones, and accomplishments.
• Responsible for day-to-day communication with Operations team.
• Assists with cycle counts, identifies, and trouble shoots inventory discrepancies using SAP.
• Other duties as may be required or assigned.

Operations Business Specialist

Support Engineer

• The Technical Support Engineer Large Scale Systems is responsible for providing Third-level advanced technical support to customers, SMAs service department, service providers, and partners of SMA.
• Duties include preparation of system commissioning up to site acceptance testing, maintaining expert knowledge of SMA Medium Voltage Products, troubleshooting power plant level and communication problems.
• Serves as a mentor promoting analytical problem solving with customers and key contacts in executing SMA Service activities.

Technical Support Engineer

• Lead and develop the Technical Support Team, including Level 1, 2, and 3 technical resources supporting the Large-Scale segment across North America.
• Act as the primary escalation point for regional technical challenges impacting customer satisfaction or field performance.
• Ensure effective coordination between field service operations, customer service, and technical support teams to deliver rapid and accurate diagnostics.
• Establish and track KPIs for case resolution times, first-call resolution rate, and field escalation efficiency, driving continuous improvement.
• Collaborate with R&D, Engineering, and Quality teams at SMA HQ to escalate, analyze, and resolve recurring issues, failure trends, or design-related defects.
• Own and maintain a robust technical knowledge base, enabling rapid onboarding of new personnel and continuous improvement of diagnostic procedures.
• Participate in new product introduction (NPI) planning to ensure support readiness and product serviceability in the field.
• Provide technical leadership in the root cause analysis (RCA) of field issues and contribute to product improvement feedback loops.
• Serve as the voice of technical support for customer escalations, executive briefings, and internal leadership forums.
• Act as a key partner to the Director of Field Service Operations and Service Quality in building a proactive and customer-centric service organization.

Director of Technical Support

Learning and Development

• Collaborates with department manager to develop new training materials as needed to best serve customer needs and changes in product lines.
• Serves as the principal trainer during training events, with support from other departments as needed.
• Assists with scheduling of all company-sponsored training events, including in-house, regional, customer site, and special training events.
• Distributes and collects customer feedback surveys, and utilizes feedback to suggest improvements to future training materials and events.
• Reviews company policies regarding training events and makes recommendations to management team when new policies, or changes to existing policies are needed.
• Examines existing training modalities and assists in the development of new modalities that could improve the effectiveness of the training function.
• Other duties as may be required or assigned.

Technical Training Specialist

Supply Chain

• Strategy development and execution for America’s end-to-end supply chain: from suppliers to customers.
• Lead the weekly Sales and Operations Meeting for the region, including interface with Sales, Order Management, Finance, Marketing, Service, and Legal.
• Collaborate with HQ in Germany on production planning, order management and global logistics to meet regional needs.
• Assurance of material availability and high inventory turns (DOH) to meet on-time (OTIF) and lead-time goals.
• Develop, simulate and implement planning, purchasing, logistics, order management and delivery processes and network optimization.
• Manage regional teams and provide direction, development and leadership of the Transportation and Purchasing Departments.
• Prepare and lead supplier meetings, negotiations, and QBRs; manage supplier quoting, route awards and cost reduction projects.
• Manage relationship with TMS system vendor and carriers; implement invoicing/invoice auditing processes.
• Work with international carriers and freight forwarders to streamline cross-border goods flow and ensure importing/exporting compliance.
• Lead U.S. import/export compliance efforts on behalf of SMA.
• Analyze production plans, lead times, safety stocks and lot sizes; develop SAP reorder calculation parameters.
• Participate in Sales meetings and S&OP planning to support supplier communication, demand forecasts and new product introductions.

Supply Chain Manager

Manager

• Leads, drives and tracks quality activities by supporting complete problem resolution of product failures with customer impact
• Supervises and manages special projects with customer quality impact as needed or required
• Initiates and manages the verification process of product problems or failures in a global network and drives and tracks corrective actions using 8D steps
• Manages, coordinates and tracks remedial actions with Supplier Quality Managers, Engineering, Service personnel as required
• Tracks and follows up on quality-related actions with Sales, Service, Production, Development and escalates if deadlines are missed
• Interfaces with customers to drive continuous quality improvement and facilitates customer audits or assessments upon request
• Participates in on-site evaluations of non-conforming products in the field
• Prepares documentation for decision making process within the global Quality Circle process
• Applies statistical methods to track, trend, and analyze quality data related to non-conforming products reported by customers
• Interfaces with international colleagues in the continual improvement of product/system/solution quality
• Other duties as may be assigned by supervisor or management

Quality Manager

• Responsible for managing and directing the service activities of the assigned customer-facing service department.
• Create and execute department-level field related service operations and help develop the overall U.S. and Canada Field Service Strategy.
• Position SMA as the service leader in the industry and lead the organization to best-in-class customer satisfaction and service operations performance.
• Promote and set safety standards in all customer service operations and ensure workforce compliance with SMA Safety Standards and Procedures.
• Set department-level strategies/priorities and assist with development, planning and implementation of service operations strategy for the Americas, accountable for financial, customer, operations, employee, and innovation targets and objectives.
• Motivate, manage and coach Field Service Operations, including back-office support, Field Service Key Accounts and MVT teams.
• Identify and lead continuous customer satisfaction performance improvement; set and meet Customer Satisfaction targets and implement action plans.
• Define and actively monitor key performance indicators (KPIs) of the department service operations performance and drive continuous improvement.
• Lead and manage customer escalations to satisfactory resolution and lead cross-functional teams to resolve complex issues and escalations.
• Identify and lead business innovation initiatives to maintain service leadership in the PV and Battery Storage industry.
• Take an active role in the employee review and development process and ensure high-quality reviews and development for all employees.
• Interface with Germany headquarters, other SMA organizations, and external suppliers/partners/customers 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.
• Perform other duties as may be required or assigned.

Director of Field Service Operations

Analytics Engineer

• Defines, manages, tracks, and analyzes supply chain performance, best practices, standards, processes, metrics, and tools to promote internal implementation, compliance, and enable positive customer care outcomes.
• Performs process engineering and design of streamlined methods and procedures to drive improved outcomes from strategic master data, tactical processes, and ongoing lifecycle management.
• Serves as subject matter expert on supply chain policies and procedures with the ability to develop teams, drive execution, and elevate commercial and risk management expertise.
• Optimizes supply chain processes and policies to improve strategic commodity management, financial and operational efficiencies, including modernization and movement to electronic means.
• Oversees process documentation, templates, and conducts periodic reviews to ensure robust risk management, legal and commercial protections.
• Monitors, analyzes, and maintains appropriate system utilization and accuracy of data.
• Drives and disseminates actionable, key business reports to all levels of the organization.
• Participates in audit support and resolution of findings.
• Defines, implements, and drives execution of project requirements, workflows, and plans.
• Manages projects to achieve target scope, schedule, and cost; continuously monitors processes and risks to prevent delays.
• Coordinates projects, making detailed plans to accomplish goals and integration.
• Performs other duties as may be required or assigned.

Project and Data Analytics Specialist

Outside Sales

• Build and maintain relationships with all Authorized Distributors within the assigned region/regions.
• Identify market opportunities within an assigned region or regions and develop strategies to penetrate those markets.
• Prospect for and target solar installers with AD partners in assigned territory.
• Increase SMA sales by building relationships with important installers, delivering value-added features, and increasing SMA portfolio share with installers through our AD partners.
• Successfully execute a brand and messaging strategy that positions SMA as an industry leader in the alternative energy industry.
• Initiate and implement strategic alliances with key partners through our authorized channel partners.
• Make cold calls to current/potential customers and set appointments to discuss PV technologies.
• Participate in residential PV conferences, as well as AD tradeshows and NEC code conferences and symposiums.
• Meet with AD partners and installers to promote the benefits of SMA technology and convert potential customers from competitors.
• Serve as an SMA advocate and provide outstanding customer support.
• Other duties as may be required or assigned.

Territory Sales Manager

Systems Engineer

• Provides technical expertise for SMA’s Large Scale products: Central Inverters, Medium Voltage Equipment, Communication & Control, Converters and Rectifiers.
• Requires familiarization with major third-party equipment found in a PV, Battery, or Power to Gas power plant, such as Batteries, PV Panels, Battery Management Systems, Plant Controllers, Substation equipment and electroliers.
• Provides engineering support for complex issues, to the Large-Scale technical support teams, field service and serve as primary customer interface when required.
• Provides advanced electrical theory to technical escalations/ investigations from the Regional Competency Center and Field Service teams, and coaches those teams to elevate their technical capabilities and skills.
• Represents the Service Department as technical expert during cross function collaborations with Headquarters to perform root cause analysis, optimization of product design, and performance and serviceability of SMA products.
• Troubleshoots complex system failures in the field and provides extensive analysis/ interpretation of the failure as well as recommend solution options.
• Develops and maintains a well-structured database to facilitate efficient and effective dissemination of technical information, work instructions, and processes to the department and to customers.
• Other duties as may be required or assigned.