Service Dispatcher, Medium Voltage

Summary

Join SMA America, a leading solar technology developer, as a Regional Service Dispatcher – Medium Voltage. In this role, you will be responsible for ordering service parts, scheduling field service labor, and submitting manufacturer warranty claims for medium voltage service repairs. You will monitor service cases, ensuring timely resolution and alignment with customer needs and service contracts. The position also involves assigning repair activities to field resources and external providers using Salesforce, and ensuring quality control of dispatched service cases. You will act as a backup for dispatching field service activities and parts. This position requires strong communication, problem-solving, and organizational skills.

Requirements

• Basic Medium Voltage Training
• SAP System and Salesforce Ticketing System Training
• End to End Process Training
• Associates 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

• Will 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
• Monitors dispatch queues for new service cases. Then align parts and field resources to meet a customer service repair activity within the defined service level
• Monitors existing service cases for key customers and service contracts to ensure the end-to-end delivery time and milestones are met. Takes 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
• Verifying 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

• 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