Senior Director of Technical Support & Training

At SMA America, we believe in Energy that Changes. Since 1981, SMA has been developing innovative solar technology with a purpose -- making the installation, operation, and maintenance of photovoltaic power plants simpler, more reliable, safer and more cost effective. In the meantime, we’ve also been collecting awards as a great place to work, providing growth opportunities to our employees, and challenging conventional thought.

The Sr. Director of Technical Support & Training will lead the technical support and training functions within SMA’s Service & Operations organization. This individual will be responsible for providing expert-level technical solutions to customer issues, managing the development and delivery of training programs for internal and external stakeholders, and collaborating closely with the Engineering, R&D, and Applications teams to ensure optimal performance across SMA's portfolio of products and services.

This role will have a strong focus on enhancing the technical capabilities of the team and driving excellence in customer service. The Sr. Director will play a crucial role in owning the technical support strategies, ensuring that our field teams and customers receive top-tier technical assistance, and enabling the company to deliver best-in-class service solutions.

primary duties / responsibilities

Lead Technical Support and Troubleshooting:

·         Lead the technical support teams, ensuring that all customer inquiries are resolved with the highest level of expertise and efficiency.

·         Ensure that all escalated technical issues are resolved promptly and ensure root cause analysis is conducted to prevent recurrence.

Develop and Manage Training Programs:

• Oversee the development of comprehensive training programs for both internal technical teams and external customers to improve technical competency and product knowledge.
• Provide ongoing mentorship and leadership development for the technical support team, ensuring skills are aligned with company objectives.

Collaboration with R&D and Engineering:

• Work closely with engineering, product development, and R&D teams to ensure that customer feedback is effectively integrated into product improvements.
• Provide technical insights and feedback that influence the development of future products and services.

Process Improvement and Standardization:

• Identify and implement continuous improvements to support processes, ensuring faster issue resolution and greater efficiency.
• Establish and manage key performance indicators (KPIs) to track and report on the effectiveness of the support and training programs.

Customer Communication:

• Serve as a senior point of contact for technical issues, escalating customer-facing issues when necessary and ensuring timely and accurate communication with customers.
• Establish best practices for customer interaction, ensuring satisfaction and fostering long-term relationships.

Strategic Leadership:

• Lead and inspire a growing team of technical support professionals, ensuring alignment with company goals and objectives.
• Establish clear communication channels and workflows between technical support, sales, and other business units to streamline operations.

 

 

 

Required relevant professional experience (type / duration)

Education: Bachelor’s degree in electrical engineering, Renewable Energy, or a related field. Master’s degree is a plus.

Experience: Minimum of 10+ years in technical support or a related role, with a proven track record in leading teams in the solar or energy storage industries.

Technical Expertise: Deep understanding of SMA products, solar power systems, energy storage, grid integration, and troubleshooting methodologies.

Leadership Profile:

·         Ability to translate overall strategy into strategic objectives for the respective areas of responsibility.

·         Acts as the ambassador for change.

·         Holds themselves accountable to outcomes and results.

·         Works collaboratively within peer group, and across other business areas.

·         Driven by a strong customer centric and solution-oriented mindset.

·         Experience managing all relevant cost structure within the respective area of responsibility

Other specialized skills

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 required.

Attention to detail and a high level of accuracy are required.

Ability to analyze and solve problems effectively.

Ability to work well independently and as a m