Regional Service Dispatcher

Summary

Join SMA America, a leading solar technology developer, as a Regional Service Dispatcher. You will be responsible for scheduling field service labor, ordering parts, and submitting warranty claims while adhering to service response times. This role involves monitoring service activities, ensuring timely delivery, and proactively collaborating with other teams. You will also verify service repair documentation, monitor part orders, and handle warranty claims with suppliers. The position requires strong communication and problem-solving skills, along with proficiency in Salesforce and SAP systems. Compensation includes a competitive salary and comprehensive benefits.

Requirements

• SAP System and Salesforce Ticketing System Training
• Basic office skills and associated software i.e., Microsoft Office Suite and other basic office software
• Associate degree in business, logistics, technical field or equivalent combination of education and experience
• Experienced with Customer Service Ticketing systems
• Proficiency in the English language, both written and verbal, is required
• Ability to resolve operational complications and an attitude of thinking outside of the box is required
• 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

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

Preferred Qualifications

• Experience working with Field Service teams is preferred
• Experience in Renewable Energy, Medium Voltage and/or Energy Distribution Industries is desired
• Knowledge of customer service principles and practices are preferred
• Spanish and/or German language skills are a plus
• Knowledge of SMA's product line is strongly preferred

Benefits

• Health/dental/vision with $0 premium options
• 401k with match
• Advanced training and education opportunities