Regional Service Dispatcher

The Regional Service Dispatcher is responsible for the scheduling Field Service Labor both internal FSE’s and external Service Providers to support SMA Americas Warranty and Non-Warranty service requirements, This includes ordering service parts, scheduling field service labor, submitting manufacturer warranty claims within the defined service response time for SMA suppliers. This position is responsible for reviewing stock locations and communicating logistic to ensuring parts are expedited for repairs at the same time looking to reduce cost within the Service Dispatch Group as we as other tasks as assigned

PRIMARY DUTIES / RESPONSIBILITIES

Assigns service repair activities to SMA Field Service Engineers and Service Providers via Salesforce Planning Board

Monitors daily Service Activities for New Cases then align both parts and field resources to meet customer service repair activities,

insuring required priority levels are meet for Key Account, Updating Field Resources with tracking numbers and scheduling changes.

Continually monitors existing service cases for Key Accounts and Service Contracts to ensure delivery time and milestones are met.

Takes proactive action with other SMA groups as needed to accomplish service level commitments.

Ensures Medium Voltage issues reported by customers have been escalated to MV Group before planning Service Repair Activities.

Work directly with the Regional Competency Center Technical team to ensure customer needs are met, Field Service Resources are

prepared for service assignments and manufacturers have been notified of the failure.

Responsible for communication and alignment of customer’s availability and SMA service call and monitor all Finished External

cases for parts replenishments and Unfinished tickets for required actions to compete the service tickets.

Verifies service repair activities in the external queue to ensure service providers (contractors) submit all required documentation

such as completed service reports per SMA and supplier’s requirements, and the scheduling of used part pickups

Monitors part order transfers from Salesforce to SAP and debug system errors and/or report system errors to developer.

Ensures warranty claims and escalations are completed with SMA’s suppliers.

Work closely with other internal departments i.e., Logistics, RCC, Supply Chain and Transportation

Other duties as may be required or assigned.

REQUIRED TRAINING (TYPE / DURATION / FIELD / ADDITIONAL TRAINING)

SAP System and Salesforce Ticketing System Training

Basic office skills and associated software i.e., Microsoft Office Suite and other basic office software

REQUIRED RELEVANT PROFESSIONAL EXPERIENCE (TYPE / DURATION)

Associate degree in business, logistics, technical field or equivalent combination of education and experience. Experience working with Field Service teams is preferred.

Experience in Renewable Energy, Medium Voltage and/or Energy Distribution Industries is desired.

OTHER SPECIALIZED SKILLS

Experienced with Customer Service Ticketing systems.

Knowledge of customer service principles and practices are preferred.

Proficiency in the English language, both written and verbal, is required. Spanish and/or German language skills are a plus. Ability to resolve operational complications and an attitude of thinking outside of the box is required.

Knowledge of SMA's product line is strongly preferred.

Proficiency with Microsoft Office Suite (Word, PowerPoint, and Excel) is required. Attention to detail and a high level of accuracy are required.

Strong verbal and written communication skills are required.

Ability to effectively discuss and present logistics principles to an audience.