Job Description
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.
PURPOSE OF POSITION
The Service Operations Performance Manager supports the optimized use of core applications (systems and software) in alignment with local Process Management and Global Process Management, Sales & Service. This role will focus primarily on Service use of SAP and Salesforce as applicable to North America, with secondary support for Monday.com and Pronto Forms. The position’s objective is to identify automation opportunities and enable data-driven decision making.
PRIMARY DUTIES / RESPONSIBILITIES
- Function as the key liaison between the applications team and business stakeholders. Gather ongoing feedback to fine-tune platform strategy and champion change management and training to drive adoption.
- Oversee application managers for Salesforce, SAP/AI Joule for Service, and Pronto Forms to ensure optimal configuration aligning with Service processes.
- Deeply analyze SAP, AI Joule, and Salesforce systems and data to continuously develop automations that enhance the efficiency of internal and customer-facing processes.
- Collaborate closely with teams at headquarters to implement global process automation within SAP/AI Joule/Salesforce that integrates with Service operations.
- Utilize Monday.com selectively for workflow automation only when immediate SAP/AI Joule/Salesforce solutions are not feasible. Collaborate cross-functionally to eventually transition these use cases to core platforms.
- Pursue opportunities for bidirectional integrations between SAP/Joule, Salesforce, Outlook, and Teams to allow existing operational systems to augment existing platforms through integrated workflows.
- Partner with departments across the organization to ensure all key customer and Service-related data is made available in the various applications that Service teams have access to. Work cross-functionally to break down data silos.
- Stay current on SAP, Salesforce, Monday.com, and Pronto Forms capabilities and best practices to inform SMA America’s platform strategy.
- Continuously refine processes related to intake, triage, project planning, and service delivery to increase team productivity.
- Track relevant performance metrics to measure outcomes. Collaborate with vendors to align technology roadmaps with internal needs.
- Other duties as may be assigned by supervisor or management.
REQUIRED RELEVANT PROFESSIONAL EXPERIENCE
- Bachelor’s degree in business, engineering, or a related technical field, or equivalent experience.
- 5+ years of experience in process improvement and automation initiatives.
- Proficiency in SAP, Salesforce, Pronto Forms, and Monday.com with the ability to become a subject matter expert in new system solutions.
- Experience with data analysis and reporting.
- Ability to recognize complex problems and apply creativity to analyze situations, develop solutions, and define procedures.
- Advanced skills in Microsoft Office Suite (Word, PowerPoint, Excel).
- Excellent interpersonal and communication skills, both written and verbal.
- High level of accuracy and strong attention to detail.
- Proficiency in the English language is required; German language skills are a plus.
- Ability to travel occasionally based on business needs.
WE OFFER
- The salary range for this position is $104,000 - $134,000 per year, dependent upon experience.
- Comprehensive benefits including health, dental, and vision coverage (including $0 premium options).
- Work Location: This role is remote-first. Candidates located within commuting distance of our Greater Sacramento area office may also work on a hybrid basis.
- 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 [email protected]
