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Senior Director of Technical Support & Training

Rocklin California

At SMA America, we believe in Energy that Changes. Since 1981, SMA has been developing innovative solar technology with a purpose -- making the installation, operation, and maintenance of photovoltaic power plants simpler, more reliable, safer and more cost effective. In the meantime, we’ve also been collecting awards as a great place to work, providing growth opportunities to our employees, and challenging conventional thought.

The Sr. Director of Technical Support & Training will lead the technical support and training functions within SMA’s Service & Operations organization. This individual will be responsible for providing expert-level technical solutions to customer issues, managing the development and delivery of training programs for internal and external stakeholders, and collaborating closely with the Engineering, R&D, and Applications teams to ensure optimal performance across SMA's portfolio of products and services.

This role will have a strong focus on enhancing the technical capabilities of the team and driving excellence in customer service. The Sr. Director will play a crucial role in owning the technical support strategies, ensuring that our field teams and customers receive top-tier technical assistance, and enabling the company to deliver best-in-class service solutions.

primary duties / responsibilities

Lead Technical Support and Troubleshooting:

·         Lead the technical support teams, ensuring that all customer inquiries are resolved with the highest level of expertise and efficiency.

·         Ensure that all escalated technical issues are resolved promptly and ensure root cause analysis is conducted to prevent recurrence.

Develop and Manage Training Programs:

  • Oversee the development of comprehensive training programs for both internal technical teams and external customers to improve technical competency and product knowledge.
  • Provide ongoing mentorship and leadership development for the technical support team, ensuring skills are aligned with company objectives.

Collaboration with R&D and Engineering:

  • Work closely with engineering, product development, and R&D teams to ensure that customer feedback is effectively integrated into product improvements.
  • Provide technical insights and feedback that influence the development of future products and services.

Process Improvement and Standardization:

  • Identify and implement continuous improvements to support processes, ensuring faster issue resolution and greater efficiency.
  • Establish and manage key performance indicators (KPIs) to track and report on the effectiveness of the support and training programs.

Customer Communication:

  • Serve as a senior point of contact for technical issues, escalating customer-facing issues when necessary and ensuring timely and accurate communication with customers.
  • Establish best practices for customer interaction, ensuring satisfaction and fostering long-term relationships.

Strategic Leadership:

  • Lead and inspire a growing team of technical support professionals, ensuring alignment with company goals and objectives.
  • Establish clear communication channels and workflows between technical support, sales, and other business units to streamline operations.

 

 

 

Required relevant professional experience (type / duration)

Education: Bachelor’s degree in electrical engineering, Renewable Energy, or a related field. Master’s degree is a plus.

Experience: Minimum of 10+ years in technical support or a related role, with a proven track record in leading teams in the solar or energy storage industries.

Technical Expertise: Deep understanding of SMA products, solar power systems, energy storage, grid integration, and troubleshooting methodologies.

Leadership Profile:

·         Ability to translate overall strategy into strategic objectives for the respective areas of responsibility.

·         Acts as the ambassador for change.

·         Holds themselves accountable to outcomes and results.

·         Works collaboratively within peer group, and across other business areas.

·         Driven by a strong customer centric and solution-oriented mindset.

·         Experience managing all relevant cost structure within the respective area of responsibility

Other specialized skills

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 required.

Attention to detail and a high level of accuracy are required.

Ability to analyze and solve problems effectively.

Ability to work well independently and as a member of a regional/global team is required.

Ability to manage and prioritize multiple projects/tasks.

Ability to work flexible hours as early morning, evening or weekend work may be required.

A valid driver’s license and an acceptable driving record are required.

This position may require periodic domestic and international travel.

Our EEO Policy 

We are an equal opportunity employer and we make our employment decisions on the basis of merit and without regard to one’s 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), veteran’s 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 the application.

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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 SMA’s 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.

If you have any question regarding our privacy policy, please contact us at US_DataPrivacy@sma-america.com

 

 

 

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