Director of Technical Support

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.

POSTITION OVERVIEW  

The Director of Technical Support is accountable for leading SMA America’s technical support function for the Large-Scale segment. This role is responsible for providing expert technical solutions to customers and internal field service teams, ensuring high-quality diagnostics, and resolving equipment failures efficiently. The Director serves as the primary escalation point for complex technical issues, and works closely with engineering and R&D counterparts at SMA headquarters to drive resolution of regional technical issues and proactively address failure patterns

PRIMARY DUTIES / RESPONSIBILITIES  

Lead Technical Support and Troubleshooting:

• 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.

Collaboration with R&D and Engineering:

• 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.

New Product Introductions:

• Participate in new product introduction (NPI) planning to ensure support readiness and product serviceability in the field.

Product Behavior & Technical Leadership:

• 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. 
  
• Other duties as assigned 

REQUIRED QUALIFICATIONS  

• 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
  

PREFERRED QUALIFICATIONS  

• 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.

WE OFFER  

• Pay Range: $104,000 - $134,000, annually, dependent upon experience  
• 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   

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