Technical Service Representative
About The Position
The Technical Service Representative provides high-quality customer support through SMA’s second-level Contact Center. The role responds to incoming calls and emails, resolves complex technical issues for installers and customers in the field, mentors fellow representatives, and supports other departments. The representative provides second-level technical support across at least two SMA product groups and acts as a subject matter expert for those groups. The position is hybrid and based at SMA America’s Rocklin, California headquarters. Candidates must live within a reasonable commuting distance of Rocklin. The role requires authorization to work in the United States on a full-time basis; SMA America does not offer employment visa sponsorship.
Requirements
- A four-year technical degree, or 2 to 3 years of experience in technical support, electrical, or electronic work.
- Experience in the design, implementation, or technical support of complex electromechanical systems.
- Experience troubleshooting solar PV systems.
- Knowledge of solar PV installation, system design, or inspection.
- Knowledge of basic electrical theory.
- Ability to communicate with customers by phone while taking detailed notes.
- Proficiency with Microsoft Office Suite, including Word, PowerPoint, and Excel.
- Proficiency in written and spoken English.
- Strong customer focus and a service-oriented attitude.
- Strong attention to detail, organization, and accuracy.
- Ability to analyze and solve problems, work under time pressure, and manage multiple projects in parallel, independently and as part of a team.
- Must be authorized to work in the United States on a full-time basis; candidates requiring current or future visa sponsorship or holding visa-tied employment authorization are not eligible.
Nice To Haves
- Experience in electrical, electronic, or network communications.
- Prior experience in the solar or energy industry.
- Knowledge of mathematical concepts, including graphical representation of data.
- Spanish or German language skills.
- NABCEP certification.
Responsibilities
- Maintain the technical support hotline, using communication and advanced troubleshooting skills to support users, installers, and customers.
- Provide second-level technical support across two or more product groups.
- Serve as a technical subject matter expert on two or more product groups and handle escalated, complex customer calls.
- Create documentation for document and web-based media describing complex technical issues and solutions, and prepare technical field reports.
- Monitor discussions between Engineering, Quality, and Advanced Service teams through internal quality systems and share knowledge with the broader team in real time.
- Mentor other representatives on SMA’s product line and consult on complex support cases.
- Balance support and mentoring responsibilities while resolving customer issues within the team’s performance range.
- Understand end-to-end business processes to support successful customer case handling.
- Perform other duties as assigned or required.
Benefits
- Comprehensive health, dental, and vision coverage, including $0 premium options.
- 401(k) plan with company match.
- Paid time off and 12 paid holidays.
- Professional development and training.
- Tuition reimbursement.
- Collaborative and innovative work environment.
