Director of Technical Support

Why Work at SMA America

At SMA America, we believe in Energy that Changes. Since 1981, we’ve been developing innovative solar technology that simplifies, secures, and enhances the performance of photovoltaic systems — all while pushing the boundaries of what’s possible in clean energy.

But we’re not just transforming power — we’re empowering people.

We’ve built a culture where bold ideas are welcomed, collaboration is second nature, and your career growth truly matters. With our Rocklin, CA headquarters as the hub, we offer a hybrid work model, competitive benefits, and a team-driven environment where your impact is seen and felt.

Whether you’re a sales expert, service pro, or engineering innovator, if you’re ready to join a purpose-driven team committed to shaping the future of energy — we’d love to meet you.

POSTITION OVERVIEW  

The Director of Technical Support is accountable for leading SMA America’s technical support function for the Large-Scale segment. This role is responsible for providing expert technical solutions to customers and internal field service teams, ensuring high-quality diagnostics, and resolving equipment failures efficiently. The Director serves as the primary escalation point for complex technical issues, and works closely with engineering and R&D counterparts at SMA headquarters to drive resolution of regional technical issues and proactively address failure patterns

PRIMARY DUTIES / RESPONSIBILITIES  

Lead Technical Support and Troubleshooting:

• Lead and develop the Technical Support Team, including Level 1, 2, and 3 technical resources supporting the Large-Scale segment across North America.
  Act as the primary escalation point for regional technical challenges impacting customer satisfaction or field performance.
• Ensure effective coordination between field service operations, customer service, and technical support teams to deliver rapid and accurate diagnostics.
• Establish and track KPIs for case resolution times, first-call resolution rate, and field escalation efficiency, driving continuous improvement.

Collaboration with R&D and Engineering:

• Collaborate with R&D, Engineering, and Quality teams at SMA HQ to escalate, analyze, and resolve recurring issues, failure trends, or design-related defects.
• Own and maintain a robust technical knowledge base, enabling rapid onboarding of new personnel and continuous improvement of diagnostic procedures.

New Product Introductions:

• Participate in new product introduction (NPI) planning to ensure support readiness and product serviceability in the field.

Product Behavior & Technical Leadership:

• Provide technical leadership in the root cause analysis (RCA) of field issues and contribute to product improvement feedback loops.
• Serve as the voice of technical support for customer escalations, executive briefings, and internal leadership forums.
• Act as a key partner to the Director of Field Service Operations and Service Quality in building a proactive and customer- centric service organization. 
• Other duties as assigned 

REQUIRED QUALIFICATIONS  

• An Associate’s degree in a technical/electrical field is required
• A bachelor’s degree in business or a technical field is preferred.
• Call center management experience is preferred.
• At least 5 years of experience in technical product support is required.
• Phone support experience is required

PREFERRED QUALIFICATIONS  

• Knowledge of managing a departmental budget.
• Expansive knowledge of inverter and communication products.
• 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 strongly preferred.
• Attention to detail and a high level of accuracy are required.
• Ability to effectively discuss and present complex logistics principles to an audience.
•  Ability to analyze and solve problems effectively. NABCEP certification is a plus.
• This position may require periodic domestic travel.

WE OFFER  

• Pay Range: $104,000 - $134,000, annually, dependent upon experience  
• Comprehensive benefits including health, dental and vision coverage (including $0 premium optio