Service Provider Coordinator

SMA America•Rocklin, CA

15h•$30 - $31•Hybrid

About The Position

We are seeking a Service Provider Coordinator responsible for providing efficient and effective support to SMA customers across the Americas region by implementing and supporting the Service Provider strategy. This role works closely with Service Providers and internal SMA teams to ensure accurate case management, inventory oversight, service performance tracking, and timely resolution of service activities in support of customer and operational 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.
Experience with renewable energy products or electro-mechanical products is preferred.
Proficiency in the English language, both written and verbal, is required.

Nice To Haves

Experience coordinating with external service providers.
Experience with SAP and or Salesforce systems.
Experience with inventory tracking, KPI reporting, and service case management.
Strong solution-oriented problem-solving skills with a customer-focused mindset.
Excellent interpersonal and communication skills with both providers and customers.
Proficiency in Microsoft Office Suite including Word, PowerPoint, and Excel.
Proficiency in Spanish is preferred.

Responsibilities

Assist in evaluating and onboarding new Service Providers in existing and new markets.
Review material consumption recorded in Salesforce cases and work with Service Providers to manage inventory, including support with quarterly cycle count reporting.
Coordinate and manage replacement unit inventory for regional Service Providers, including suggesting new orders, following up with Global Order Management, and assisting with import and export questions as needed.
Review unfinished and aging provider cases and work with Service Providers to update cases for accuracy and timely resolution in alignment with SMA goals.
Work with SMA data analytics teams to prepare monthly KPI data and reports and coordinate quarterly provider KPI meetings.
Review, in partnership with Regional Managers and Dispatchers, invoices for provider technicians and provide findings to the Service Provider Manager.
Monitor open service activities involving Service Providers to ensure resolution meets SMA service and customer support standards.
Support Service Provider technicians with account setup, including laptops, system access, and required software programs.
Maintain accurate Service Provider access and documentation within SMA systems, including SharePoint.
Participate in regular status meetings and bi-annual performance reviews with Service Providers.
Escalate Service Provider issues to SMA Technical Support Management as needed.
Support the Service Provider Senior Manager as required and perform other duties as assigned.