Director of Technical Support - Large-Scale Solar
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SMA AmericaSolar Technology
Remote for non-local candidates, requiring the ability to effectively support field operations and partner with cross-functional teams across regions.Full-TimeDirector
Salary104000 - 134000 USD per year
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Job Details
- Languages
- English
- Experience
- Minimum of 5 years of experience in technical product support
- Required Skills
- Microsoft ExcelMicrosoft Office SuitePowerPoint
Requirements
- Associate’s degree in a technical or electrical field
- Minimum of 5 years of experience in technical product support
- Phone-based technical support experience
- Experience supporting inverter and communication products
- Strong written and verbal communication skills in English
- Ability to analyze complex technical problems and present clear solutions
- Proficiency with Microsoft Office Suite including Word, Excel, and PowerPoint
- High attention to detail and accuracy
- Bachelor’s degree in a technical field or business is preferred
- Call center management experience is preferred
- Experience managing a departmental budget is preferred
- German and or Spanish language proficiency is preferred
- NABCEP certification is preferred
- Experience supporting large-scale solar or energy systems is preferred
Responsibilities
- Lead and develop Level 1, 2, and 3 Technical Support teams supporting the Large-Scale segment across North America
- Serve as the primary escalation point for complex technical challenges impacting customer satisfaction or field performance
- Ensure effective coordination between Technical Support, Field Service Operations, and Customer Service to deliver rapid and accurate diagnostics
- Establish, track, and report KPIs including case resolution time, first-call resolution rate, and field escalation efficiency, driving continuous improvement
- Collaborate with R&D, Engineering, and Quality teams at SMA headquarters to escalate, analyze, and resolve recurring issues, failure trends, or design-related defects
- Provide technical leadership in root cause analysis and contribute to product improvement feedback loops
- Own and maintain a robust technical knowledge base to support onboarding, training, and diagnostic consistency
- Participate in new product introduction planning to ensure technical support readiness and field serviceability
- Partner with cross-functional teams to ensure new products are supported with appropriate tools, documentation, and processes
- Act as the voice of Technical Support for customer escalations, executive briefings, and internal leadership forums
- Partner closely with the Director of Field Service Operations and Service Quality to build a proactive and customer-centric service organization
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