Manager, Customer Service

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.

The Manager of Customer Service is responsible for leading SMA - America's customer service function across North America, ensuring a seamless and high-quality experience from the initial case creation to the full resolution of issues. 

This role oversees the Customer Service team, which includes spare parts coordination, order fulfillment, and administrative case support. The Manager acts as the central hub connecting customers with field service, technical support, and supply chain teams. The ideal candidate will possess a customer-first mindset, strong process ownership skills, and the capability to lead both day-to-day operations and long-term improvements throughout the entire service lifecycle. 

PRIMARY DUTIES / RESPONSIBILITIES  

Customer Service Team Leadership  

• Lead, coach, and develop the customer service team responsible for handling inbound service requests, spare parts coordination, and case administration. 

• Ensure clear ownership and accountability within the team for all customer interactions and service commitments. 

• Foster a culture of responsiveness, empathy, and customer-centricity. End-to-End Case Lifecycle Management 

• Oversee the intake, triage, dispatch, and resolution process for all customer service cases, ensuring they are managed to close with accuracy and urgency. 

• Drive alignment and escalation processes across Field Service, Technical Support, Spare Parts, and Service Engineering teams.  

• Monitor service KPIs such as case closure time, first contact resolution, customer satisfaction, and backlog volume. 

Spare Parts Service Integration  

• Coordinate closely with the Spare Parts Manager and supply chain to ensure timely parts ordering, fulfillment, and tracking in support of customer case resolutions. 

• Ensure parts requests are validated and processed accurately and efficiently through the case management workflow. 

Process & System Optimization  

• Own and continuously improve customer service processes, tools, and knowledge 

management systems.  

• Collaborate with IT and Digital Services to enhance CRM/ticketing workflows and data visibility. 

• Implement feedback loops with customers and internal teams to refine service delivery. 

Reporting & Performance Management  

• Produce regular reports and dashboards on service performance, case aging, root causes, and spare parts trends. 

• Conduct root cause analysis on systemic service issues and recommend corrective actions. 

Additional Information:  

• Compensation: $104,000 - $134,000, depending on experience and qualifications     

• Comprehensive benefits including health, dental and vision coverage (including $0 premium options)    

• 401(k) plan with company match    

• Dedicated Hybrid Schedule: In-Office Tuesday and Thursdays; remote on Monday, Wednesday, and Fridays    

• Opportunities f