Director of Technical Support

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.

This role contributes to the advancement of clean energy by ensuring reliable performance of solar technology systems, helping accelerate the transition to renewable energy sources and reducing carbon emissions.

Required Qualifications:

• An Associate's degree in a technical/electrical field is required
• At least 5 years of experience in technical product support is required
• Phone support experience is required

Preferred Qualifications:

• A bachelor's degree in business or a technical field is preferred
• Call center management experience is preferred
• 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

• 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

SMA America develops innovative solar technology that simplifies, secures, and enhances the performance of photovoltaic systems while pushing the boundaries of what's possible in clean energy.