Regional Service Dispatcher, Medium Voltage - Remote, West Coast
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.
PURPOSE OF THE POSITION
The Regional Service Dispatcher – Medium Voltage is responsible for the ordering of service parts, scheduling field service labor and submitting manufacturer warranty claims within the defined service response time for all Medium Voltage Service Repairs. Duties include reviewing stock locations and communicating logistics options to Medium Voltage Repair Providers, also ensuring that warranty claims and escalations are completed with MV manufacturers used by SMA. Position also requires the monitoring and alteration of Service Case priorities based on customer account status or Service Contract to meet SMA’s Service commitments. This position also includes acting as a backup for the dispatching of field service activities and parts.
PRIMARY DUTIES / RESPONSIBILITIES
- Will assign Service Repair activities to SMA Field Resources, external Medium Voltage Service Providers via Salesforce Planning Board based on availability and customer/ case priority level.
- Monitors dispatch queues for new service cases. Then align parts and field resources to meet a customer service repair activity within the defined service level.
- Monitors existing service cases for key customers and service contracts to ensure the end-to-end delivery time and milestones are met. Takes proactive action with other SMA groups as needed to accomplish service level commitments.
- Ensure Medium Voltage issues reported by customers have been escalated to MV manufacturers before planning Service Repair Activities.
- Quality control of dispatched service cases from Regional Competency Center Technical team to ensure customer needs are met, Field Service Resources are prepared for repairs and manufacturers have been notified of the failure.
- Responsible for communication and alignment of customer’s availability and SMA repair plan.
- Verifying all Service repairs receive a properly completed Service Report with details required from MV manufacturers and SMA’s Supplier Quality.
- Other duties as may be required or assigned.
REQUIRED TRAINING (TYPE / DURATION / FIELD / ADDITIONAL TRAINING)
- Basic Medium Voltage Training
- SAP System and Salesforce Ticketing System Training
- End to End Process Training
REQUIRED RELEVANT PROFESSIONAL EXPERIENCE (TYPE / DURATION)
- Associate's degree in business, logistics, technical field or equivalent combination of education and experience.
- Experience working with Field Service teams is preferred.
- Experience in Renewable Energy, Medium Voltage and/or Energy Distribution Industries is desired.
OTHER SPECIALIZED SKILLS
- Experienced with Customer Service Ticketing systems.
- Knowledge of customer service principles and practices are preferred.
- Proficiency in the English language, both written and verbal, is required. Spanish and/or German language skills are a plus.
- Ability to resolve operational complications and an attitude of thinking outside of the box is required.
- Knowledge of SMA's product line is strongly preferred.
- Proficiency with Microsoft Office Suite (Word, PowerPoint, and Excel) is required.
- Attention to detail and a high level of accuracy are required.
- Strong verbal and written communication skills are required.
- Ability to effectively discuss and present logistics principles to an audience.
The compensation range for this position is $25/hr-$30/hr.
Our EEO Policy
We are an equal opportunity employer and we make our employment decisions on the basis of merit and without regard to one’s race, color, creed, sex (includes gender, pregnancy, childbirth and related medical conditions), gender identity, religion, marital status, age (over 40), national origin or ancestry, physical or mental disability (includes HIV/Aids), medical condition (cancer, genetic characteristics), veteran’s status, sexual orientation, or any other consideration made unlawful by law.
In accordance with applicable law protecting qualified individuals with known disabilities, SMA will attempt to reasonably accommodate qualified applicants with known disabilities, unless doing so would create an undue hardship on SMA. Any qualified applicant with a disability who believes he or she requires an accommodation in order to perform the essential functions of the job for which he or she is applying should identify the accommodation(s) needed in the application.
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During your job application or recruitment process with us: (a) SMA may collect your personal information directly from you, such as when you submit your application and resume on our online portal or when you have job interviews with us. We may also obtain your personal information from third parties, including but not limited to your former employers, background or employment check service providers or third-party recruiters; and, (b) SMA may use or process applicants' personal information for relevant purposes including but not limited to general communications with you, identity verification, background or employment checks, determination of eligibility, and making hiring decisions. For successful job applicants who become SMA’s staff, we may retain and integrate your personal information collected during the recruitment process into your records at SMA. For unsuccessful job applicants, [SMA may retain your application for internal records or for future recruitment purposes].
If you are a California resident, you have specific rights regarding your personal information under the California Consumer Privacy Act of 2018, as amended including by the California Privacy Rights Act of 2020, and its implementing regulations (the “CCPA”). This Company Personnel and Covered Individuals Privacy Notice for California Residents issued by SMA is applicable to you and explains your CCPA rights and our collection, use or disclosure of your personal information.
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