Manager, Customer Service

Why Work at SMA America

At SMA America, we believe in Energy that Changes. Since 1981, we’ve been developing innovative solar technology that simplifies, secures, and enhances the performance of photovoltaic systems — all while pushing the boundaries of what’s possible in clean energy.

But we’re not just transforming power — we’re empowering people.

We’ve built a culture where bold ideas are welcomed, collaboration is second nature, and your career growth truly matters. With our Rocklin, CA headquarters as the hub, we offer a hybrid work model, competitive benefits, and a team-driven environment where your impact is seen and felt.

Whether you’re a sales expert, service pro, or engineering innovator, if you’re ready to join a purpose-driven team committed to shaping the future of energy — we’d love to meet you.

The Manager of Customer Service is responsible for leading SMA - America's customer service function across North America, ensuring a seamless and high-quality experience from the initial case creation to the full resolution of issues. 

This role oversees the Customer Service team, which includes spare parts coordination, order fulfillment, and administrative case support. The Manager acts as the central hub connecting customers with field service, technical support, and supply chain teams. The ideal candidate will possess a customer-first mindset, strong process ownership skills, and the capability to lead both day-to-day operations and long-term improvements throughout the entire service lifecycle. 

PRIMARY DUTIES / RESPONSIBILITIES  

Customer Service Team Leadership  

• Lead, coach, and develop the customer service team responsible for handling inbound service requests, spare parts coordination, and case administration. 

• Ensure clear ownership and accountability within the team for all customer interactions and service commitments. 

• Foster a culture of responsiveness, empathy, and customer-centricity. End-to-End Case Lifecycle Management 

• Oversee the intake, triage, dispatch, and resolution process for all customer service cases, ensuring they are managed to close with accuracy and urgency. 

• Drive alignment and escalation processes across Field Service, Technical Support, Spare Parts, and Service Engineering teams.  

• Monitor service KPIs such as case closure time, first contact resolution, customer satisfaction, and backlog volume. 

Spare Parts Service Integration  

• Coordinate closely with the Spare Parts Manager and supply chain to ensure timely parts ordering, fulfillment, and tracking in support of customer case resolutions. 

• Ensure parts requests are validated and processed accurately and efficiently through the case management workflow. 

Process & System Optimization  

• Own and continuously improve customer service processes, tools, and knowledge 

management systems.  

• Collaborate with IT and Digital Services to enhance CRM/ticketing workflows and data visibility. 

• Implement feedback loops with customers and internal teams to refine service delivery. 

Reporting & Performance Management  

• Produce regular reports and dashboards on service performance, case aging, root causes, and spare parts trends. 

• Conduct root cause analysis on systemic service issues and recommend corrective actions. 

Additional Information:  

• Compensation: $104,000 - $134,000, depending on experience and qualifications     

• Comprehensive benefits including health, dental and vision coverage (including $0 premium options)    

• 401(k) plan with company match    

• Dedicated Hybrid Schedule: In-Office Tuesday and Thursdays; remote on Monday, Wednesday, and Fridays    

• Opportunities for professional development and training      

• Inclusive, collaborative, and innovative work environment      

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.

Our Privacy Policy

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