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

Senior Technical Support Engineer

Technical Support Engineer

Technical Support Representative I

Technical Support Engineer

Technical Support Engineer