Service Partner Coordinator

SMA America • Rocklin, CA

3h • $30 - $31 • Hybrid

About The Position

We are seeking a Service Partner Coordinator who is responsible for coordinating service activities of Service Partners representing SMA across the Americas region.
This role ensures efficient and effective customer support by implementing and supporting the Service Partner and Provider strategy.
Key responsibilities include managing warranty exchange material, evaluating and approving device exchanges under warranty, monitoring service partner performance, and coordinating closely with internal SMA teams to meet service and customer support objectives.

Requirements

• An associate degree or equivalent combination of education and experience is required.
• One to three years of experience in customer support roles managing and resolving complex customer issues is required.
• Three to four years of technical training or relevant professional experience is required.
• Experience with renewable energy products or electro-mechanical products is preferred.
• Strong solution-oriented problem-solving skills with a customer-focused mindset.
• Excellent interpersonal and communication skills with both partners and customers.
• Proficiency in Microsoft Office Suite including Word, PowerPoint, and Excel.
• Proficiency in the English language, both written and verbal, is required.

Nice To Haves

• Experience coordinating with external service partners or providers.
• Experience with SAP and or Salesforce systems.
• Experience with import and export processes.
• Proficiency in Spanish is preferred.

Responsibilities

• Assist in evaluating and onboarding new Service Partners and Providers in existing and new markets.
• Coordinate and manage replacement unit inventory for regional Service Partners, including suggesting new orders, following up with Global Order Management, and assisting with import and export questions.
• Escalate issues to management when necessary to ensure adequate support. Ensure Service Provider resources are properly tracked in SMA systems for dispatching purposes.
• Monitor open service activities involving Service Partners to ensure timely resolution in alignment with SMA goals.
• Review, analyze, and report on call center statistics and other performance metrics for Service Partners and Providers.
• Participate in regular status meetings and bi-annual performance reviews with Service Partners and Providers.
• Approve invoices and manage AP and AR exceptions related to Service Partners and Providers, including running monthly reports and following up on unpaid balances.
• Escalate partner-related issues to SMA Technical Support Management as needed. Support the Service Partner Senior Manager as required. Other duties as may be assigned.

Benefits

• Hybrid work arrangement for local candidates and fully remote eligibility for non-local candidates.
• Comprehensive benefits including health, dental, and vision coverage.
• 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