SMA America · 3 months ago
Director of Technical Support
Rocklin, CA
Full-time
Hybrid
Lead/Staff, Director/Executive
$104K/yr - $134K/yr
5+ years expSMA America is a leader in innovative solar technology, dedicated to transforming energy and empowering people. The Director of Technical Support will lead the technical support function for the Large-Scale segment, ensuring expert solutions, high-quality diagnostics, and efficient resolution of equipment failures while collaborating with engineering and R&D teams.
Renewable EnergySolar
Responsibilities
Lead and develop the Technical Support Team, including Level 1, 2, and 3 technical resources supporting the Large-Scale segment across North America. Act as the primary escalation point for regional technical challenges impacting customer satisfaction or field performance
Ensure effective coordination between field service operations, customer service, and technical support teams to deliver rapid and accurate diagnostics
Establish and track KPIs for case resolution times, first-call resolution rate, and field escalation efficiency, driving continuous improvement
Collaborate with R&D, Engineering, and Quality teams at SMA HQ to escalate, analyze, and resolve recurring issues, failure trends, or design-related defects
Own and maintain a robust technical knowledge base, enabling rapid onboarding of new personnel and continuous improvement of diagnostic procedures
Participate in new product introduction (NPI) planning to ensure support readiness and product serviceability in the field
Provide technical leadership in the root cause analysis (RCA) of field issues and contribute to product improvement feedback loops
Serve as the voice of technical support for customer escalations, executive briefings, and internal leadership forums
Act as a key partner to the Director of Field Service Operations and Service Quality in building a proactive and customer-centric service organization
Other duties as assigned
Qualification
Required
An Associate's degree in a technical/electrical field is required
At least 5 years of experience in technical product support is required
Phone support experience is required
Preferred
A bachelor's degree in business or a technical field is preferred
Call center management experience is preferred
Knowledge of managing a departmental budget
Expansive knowledge of inverter and communication products
Proficiency in the English language, both written and verbal, is required
German and/or Spanish language skills are a plus
Proficiency with Microsoft Office Suite (Word, PowerPoint, Excel) is strongly preferred
Attention to detail and a high level of accuracy are required
Ability to effectively discuss and present complex logistics principles to an audience
Ability to analyze and solve problems effectively
NABCEP certification is a plus
This position may require periodic domestic travel
Benefits
Comprehensive benefits including health, dental and vision coverage (including $0 premium options)
Dedicated Hybrid Schedule: In-Office Tuesday and Thursdays; remote on Monday, Wednesday, and Fridays
401(k) plan with company match
Opportunities for professional development and training
Inclusive, collaborative, and innovative work environment
Company
SMA America
SMA America offers photovoltaic system technology and support services.
201-500 employees
H1B Sponsorship
SMA America has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (4)
2024 (5)
2023 (2)
2021 (1)
Funding
Current Stage
Growth StageLeadership Team
P
Peter Drews
Co-Founder
R
Reiner Wettlaufer
Co-Founder
Recent News
2025-09-09
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2025-08-27
2025-08-27
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