Advanced Troubleshooting Technical Manager

SMA America • Rocklin, CA

2d • $87,000 - $118,000 • Hybrid

About The Position

We are seeking an Advanced Troubleshooting Technical Manager to serve as a senior-level technical expert within SMA America's Service organization. This role is responsible for providing expert diagnostics, advanced failure analysis, and escalation support for complex technical issues across SMA's inverter and communication product portfolio, with a focus on the Large-Scale segment. The Advanced Troubleshooting Technical Manager serves as a critical resource for field service teams and customers, ensuring efficient and accurate resolution of high-complexity cases that exceed standard support capabilities.
This position does not carry direct reports at this time and operates as an individual contributor in a technical leadership capacity. The role reports directly to Ken and follows a remote or hybrid work model, with no geographic restriction to a specific location.

Requirements

• Associate's degree in a technical or electrical field is required
• Minimum of 5 years of experience in technical product support or field service
• Experience supporting inverter and communication products
• Strong written and verbal communication skills in English
• Ability to analyze and resolve complex technical problems and communicate solutions clearly to internal and external stakeholders
• Proficiency with Microsoft Office Suite including Word, Excel, and PowerPoint
• High attention to detail and accuracy

Nice To Haves

• Bachelor's degree in a technical field or business is preferred
• Experience with medium voltage systems
• NABCEP certification
• Experience supporting large-scale solar or energy storage systems
• German and/or Spanish language proficiency
• Ability to travel domestically as needed

Responsibilities

• Serve as the escalation point for complex technical cases that exceed Level 1 and Level 2 support capabilities
• Provide expert-level diagnostics and resolution guidance for inverter, communication, and medium voltage product failures
• Partner with Field Service Operations and Technical Support teams to ensure accurate and timely case resolution
• Document technical findings and contribute to the development of a robust knowledge base to support diagnostic consistency across the organization
• Work closely with R&D, Engineering, and Quality teams at SMA headquarters to escalate and resolve recurring failure trends and design-related issues
• Contribute to root cause analysis and provide technical feedback to support continuous product improvement
• Support new product introduction planning to ensure advanced troubleshooting readiness and field serviceability
• Act as a technical subject matter expert for customer escalations and internal leadership forums
• Develop and deliver technical training and guidance to support team capability building
• Partner with Service Quality and Field Service Operations to promote a proactive, customer-centric service model
• Other duties as assigned

Benefits

• Base salary range of $87,000 to $118,000 annually, dependent on experience
• Comprehensive benefits including health, dental, and vision coverage, including $0 premium options
• Remote or hybrid work schedule
• 401(k) plan with company match
• Opportunities for professional development and training
• Inclusive, collaborative, and innovative work environment

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: Associate degree
• Number of Employees: 101-250 employees