Regional Service Dispatcher, Medium Voltage

Summary

Join SMA America, a leading innovator in solar technology, as a Regional Service Dispatcher – Medium Voltage. You will be responsible for ordering service parts, scheduling field service labor, and submitting warranty claims within defined response times. This role involves monitoring service cases, prioritizing repairs based on customer needs and contracts, and ensuring timely resolution. You will also coordinate with field resources, external providers, and manufacturers. The position requires strong communication, problem-solving skills, and proficiency with various software systems. Compensation is $25-$30/hour.

Requirements

• Complete Basic Medium Voltage Training
• Complete SAP System and Salesforce Ticketing System Training
• Complete End to End Process Training
• Possess an Associate's degree in business, logistics, technical field or equivalent combination of education and experience
• Be experienced with Customer Service Ticketing systems
• Possess proficiency in the English language, both written and verbal
• Have the ability to resolve operational complications and an attitude of thinking outside of the box
• Possess proficiency with Microsoft Office Suite (Word, PowerPoint, and Excel)
• Demonstrate attention to detail and a high level of accuracy
• Possess strong verbal and written communication skills
• Have the ability to effectively discuss and present logistics principles to an audience

Responsibilities

• Assign Service Repair activities to SMA Field Resources, external Medium Voltage Service Providers via Salesforce Planning Board based on availability and customer/ case priority level
• Monitor dispatch queues for new service cases. Then align parts and field resources to meet a customer service repair activity within the defined service level
• Monitor existing service cases for key customers and service contracts to ensure the end-to-end delivery time and milestones are met. Take proactive action with other SMA groups as needed to accomplish service level commitments
• Ensure Medium Voltage issues reported by customers have been escalated to MV manufacturers before planning Service Repair Activities
• Quality control of dispatched service cases from Regional Competency Center Technical team to ensure customer needs are met, Field Service Resources are prepared for repairs and manufacturers have been notified of the failure
• Responsible for communication and alignment of customer’s availability and SMA repair plan
• Verify all Service repairs receive a properly completed Service Report with details required from MV manufacturers and SMA’s Supplier Quality
• Other duties as may be required or assigned

Preferred Qualifications

• Have experience working with Field Service teams
• Have experience in Renewable Energy, Medium Voltage and/or Energy Distribution Industries
• Possess knowledge of customer service principles and practices
• Possess Spanish and/or German language skills
• Possess knowledge of SMA's product line

Benefits

Compensation range of $25/hr-$30/hr