Technical Support Engineer
SMA America
Director of Technical Support
SMA America
full-time
Posted on:
Location Type: Hybrid
Location: Rocklin • California • 🇺🇸 United States
Visit company websiteSalary
💰 $104,000 - $134,000 per year
Job Level
Lead
About the role
- 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.
Requirements
- An Associate’s degree in a technical/electrical field is required
- A bachelor’s degree in business or a technical field is preferred.
- Call center management experience is preferred.
- At least 5 years of experience in technical product support is required.
- Phone support experience is required
- Knowledge of managing a departmental budget.
- Expansive knowledge of inverter and communication products.
- 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 strongly preferred.
- Attention to detail and a high level of accuracy are required.
- Ability to effectively discuss and present complex logistics principles to an audience.
- Ability to analyze and solve problems effectively. NABCEP certification is a plus.
- This position may require periodic domestic travel.
Benefits
- 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
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
technical product supportroot cause analysiscase resolutionfirst-call resolutionfield escalation efficiencybudget managementinverter productscommunication productsdiagnostic proceduresnew product introduction
Soft skills
leadershipcustomer satisfactionproblem solvingattention to detaileffective communicationcollaborationcontinuous improvementorganizational skillsanalytical skillscustomer-centric approach
Certifications
NABCEP certification
