Director of Technical Support

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 Expansive knowledge of inverter and communication products is a plus Proficiency in 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

Lead and develop the Technical Support Team Act as the primary escalation point for regional technical challenges Ensure effective coordination between field service operations, customer service, and technical support teams Establish and track KPIs for case resolution times, first-call resolution rate, and field escalation efficiency Collaborate with R&D, Engineering, and Quality teams at SMA HQ to escalate, analyze, and resolve recurring issues Own and maintain a robust technical knowledge base Participate in new product introduction (NPI) planning Provide technical leadership in the root cause analysis (RCA) of field issues 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