Technical Manager - Advanced Troubleshooting

Summary

Join SMA America, a leading solar technology company, as a Technical Manager responsible for overseeing all technical aspects of the advanced troubleshooting team. You will be the go-to expert for resolving complex equipment issues, ensuring customer satisfaction and operational excellence. Key responsibilities include providing technical guidance to field service engineers, conducting root cause analyses, and collaborating with internal and external stakeholders. This role requires a Bachelor's degree in electrical engineering (Master's preferred), 5-7 years of relevant experience, and strong customer communication skills. The position offers a competitive salary, comprehensive benefits, and opportunities for professional development. Extensive US travel is required.

Requirements

• Bachelor’s degree in electrical engineering or related field
• 5-7 years of experience with electrical systems, with a focus on power generation renewable systems
• In-depth knowledge of PV, BESS and P2G, with experience in installation, maintenance, troubleshooting, and technical support
• Proven experience in customer communication, especially in high-pressure or complex technical situations
• Experience in managing and supporting field service engineers or technical teams
• Strong ability to work cross-functionally with internal teams (engineering, R&D, customer service) and external stakeholders (customers, third-party service providers)
• Demonstrated ability to identify the root cause of technical issues and implement corrective actions efficiently
• Ability to create and maintain technical reports, issue logs, and action plans
• Proficiency in the English language, both written and verbal, is required
• Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel) is required
• Attention to detail and a high level of accuracy are required
• Ability to analyze and solve problems effectively
• Ability to work well independently and as a member of a regional/global team is required
• Ability to manage and prioritize multiple projects/tasks
• Ability to work flexible hours as early morning, evening or weekend work may be required
• A valid driver’s license and an acceptable driving record are required
• This position may require periodic domestic and international travel

Responsibilities

• Take full responsibility for all central inverters, DC to DC converters, P2G systems, Communication & Control -related issues across the US install base
• Act as the central point of contact for internal teams, customers, and service providers for escalated technical issues
• Provide regular status updates to customers on the progress of field issues, ensuring transparency and clear communication on next steps and resolution timelines
• Manage customer expectations effectively, ensuring all technical challenges are addressed and resolved promptly
• Joining all relevant escalation calls
• Support field service engineers by offering technical guidance and expertise on complex field issues
• Assist and mentor field service teams to troubleshoot and resolve technical problems, ensuring high-quality service delivery
• Coordinate with service providers to ensure timely response to field issues and technical support
• Regularly have scheduled meetings with Field Staff
• Collaborate with headquarters (HQ) in Kassel and other engineering teams to establish clear root cause analyses for technical failures or recurrent issues
• Ensure swift and accurate corrective actions are identified and implemented to prevent future occurrences
• Drive process improvements and feedback loops to continually improve the service and support provided for central inverters, DC to DC converters, P2G systems, Communication & Control equipment
• Able to diagnose and provide preliminary RCA responses to customers
• Stay current on industry trends and developments related to Large Scale/ Industrial Solutions, and other related equipment
• Develop and deliver internal training materials to upskill the field service engineers and team members on handling issues effectively
• Work closely with the R&D and technical teams at HQ to ensure accurate knowledge transfer and timely problem resolution
• Ensure all technical issues are well-documented and feedback is shared with the product and engineering teams to improve future product offerings and service solutions

Preferred Qualifications

• Certifications related to electrical standards
• Experience working with third-party equipment suppliers and managing service relationships
• Willingness to travel extensively within the US to support field teams and customer installations
• Occasionally will have to travel to Germany
• Familiarity with photovoltaic systems and power inverters is preferred
• German and/or Spanish language skills are a plus
• Master’s degree preferred

Benefits

• Compensation: $104,000 - $134,000 Annually
• Comprehensive benefits including health/dental/vision with $0 premium options, 401k with match, advanced training and education opportunities, etc