Job description
At SMA America, we believe in Energy that Changes. Since 1981, SMA has been developing innovative solar technology with a purpose – making the installation, operation, and maintenance of photovoltaic power plants simpler, more reliable, safer and more cost effective. In the meantime, we’ve also been collecting awards as a great place to work, providing growth opportunities to our employees, and challenging conventional thought.
The Regional Service Dispatcher is responsible for the scheduling Field Service Labor both internal FSE’s and external Service Providers to support SMA Americas Warranty and Non-Warranty service requirements, This includes ordering service parts, scheduling field service labor, submitting manufacturer warranty claims within the defined service response time for SMA suppliers. This position is responsible for reviewing stock locations and communicating logistic to ensuring parts are expedited for repairs at the same time looking to reduce cost within the Service Dispatch Group as we as other tasks as assigned
PRIMARY DUTIES / RESPONSIBILITIES
Assigns service repair activities to SMA Field Service Engineers and Service Providers via Salesforce Planning Board
Monitors daily Service Activities for New Cases then align both parts and field resources to meet customer service repair activities,
insuring required priority levels are meet for Key Account, Updating Field Resources with tracking numbers and scheduling changes.
Continually monitors existing service cases for Key Accounts and Service Contracts to ensure delivery time and milestones are met.
Takes proactive action with other SMA groups as needed to accomplish service level commitments.
Ensures Medium Voltage issues reported by customers have been escalated to MV Group before planning Service Repair Activities.
Work directly with the Regional Competency Center Technical team to ensure customer needs are met, Field Service Resources are
prepared for service assignments and manufacturers have been notified of the failure.
Responsible for communication and alignment of customer’s availability and SMA service call and monitor all Finished External
cases for parts replenishments and Unfinished tickets for required actions to compete the service tickets.
Verifies service repair activities in the external queue to ensure service providers (contractors) submit all required documentation
such as completed service reports per SMA and supplier’s requirements, and the scheduling of used part pickups
Monitors part order transfers from Salesforce to SAP and debug system errors and/or report system errors to developer.
Ensures warranty claims and escalations are completed with SMA’s suppliers.
Work closely with other internal departments i.e., Logistics, RCC, Supply Chain and Transportation
Other duties as may be required or assigned.
REQUIRED TRAINING (TYPE / DURATION / FIELD / ADDITIONAL TRAINING)
SAP System and Salesforce Ticketing System Training
Basic office skills and associated software i.e., Microsoft Office Suite and other basic office software
REQUIRED RELEVANT PROFESSIONAL EXPERIENCE (TYPE / DURATION)
Associate degree in business, logistics, technical field or equivalent combination of education and experience. Experience working with Field Service teams is preferred.
Experience in Renewable Energy, Medium Voltage and/or Energy Distribution Industries is desired.
OTHER SPECIALIZED SKILLS
Experienced with Customer Service Ticketing systems.
Knowledge of customer service principles and practices are preferred.
Proficiency in the English language, both written and verbal, is required. Spanish and/or German language skills are a plus. Ability to resolve operational complications and an attitude of thinking outside of the box is required.
Knowledge of SMA’s product line is strongly preferred.
Proficiency with Microsoft Office Suite (Word, PowerPoint, and Excel) is required. Attention to detail and a high level of accuracy are required.
Strong verbal and written communication skills are required.
Ability to effectively discuss and present logistics principles to an audience.
Additional Information:
- Compensation: $57,000 - $69,500
- Comprehensive benefits including health/dental/vision with $0 premium options, 401k with match, advanced training and education opportunities, etc.
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]
