Regional Service Dispatcher

SMA America; United States; Remote; USD 57,000 - 70,000; Full time

Job summary

Join an innovative company dedicated to renewable energy solutions as a Regional Service Dispatcher. This role involves coordinating field service operations, managing logistics, and ensuring customer satisfaction through effective scheduling and communication. You will work closely with various teams to enhance service delivery, contributing to a greener future. With a focus on professional growth, this position offers comprehensive benefits and a supportive work environment. If you are detail-oriented and passionate about customer service, this opportunity is perfect for you.

Benefits

Health Insurance

Dental Insurance

Vision Insurance

401k with Match

Training Opportunities

Education Opportunities

Qualifications

• Experience with Field Service teams preferred.
• Knowledge of customer service principles is essential.

Responsibilities

• Schedule field service labor and manage service repair activities.
• Monitor service activities and ensure delivery times are met.

Skills

Customer Service Skills

Logistics Coordination

Communication Skills

Attention to Detail

Proficiency in English

Education

Associate Degree in Business or Logistics

Tools

Salesforce

SAP System

Microsoft Office Suite

Job description

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. We have also been recognized as a great place to work, providing growth opportunities for our employees and challenging conventional thought.

Position: Regional Service Dispatcher

The Regional Service Dispatcher is responsible for scheduling field service labor, including internal FSEs and external service providers, to support SMA Americas' warranty and non-warranty service requirements. This includes ordering service parts, scheduling field service labor, submitting manufacturer warranty claims within the defined response times, reviewing stock locations, and communicating logistics to ensure parts are expedited for repairs. The role also involves tasks aimed at reducing costs within the Service Dispatch Group.

Primary Duties and Responsibilities

1. Assigns service repair activities to SMA Field Service Engineers and Service Providers via Salesforce Planning Board.
2. Monitors daily service activities for new cases and aligns parts and field resources to meet customer repair needs.
3. Ensures priority levels are met for Key Accounts, updates field resources with tracking numbers, and manages scheduling changes.
4. Monitors existing service cases to ensure delivery times and milestones are met.
5. Coordinates with other SMA groups to achieve service level commitments.
6. Ensures Medium Voltage issues are escalated to the MV Group before planning service activities.
7. Works with the Regional Competency Center Technical team to meet customer needs and prepare field service resources.
8. Communicates with customers regarding availability and monitors external cases for parts replenishment and ticket completion.
9. Verifies documentation submission by service providers and manages part order transfers, system error reporting, and warranty claims with suppliers.
10. Collaborates with Logistics, RCC, Supply Chain, and Transportation departments.
11. Performs other duties as assigned.

Required Training

• SAP System and Salesforce Ticketing System Training
• Basic office skills and software proficiency (Microsoft Office Suite)

Required Professional Experience

• Associate degree in business, logistics, technical field, or equivalent experience.
• Experience with Field Service teams preferred.
• Experience in Renewable Energy, Medium Voltage, or Energy Distribution industries is desirable.

Additional Skills

• Experience with customer service ticketing systems.
• Knowledge of customer service principles.
• Proficiency in English; Spanish and/or German is a plus.
• Knowledge of SMA products is preferred.
• Proficiency in Microsoft Office; attention to detail and accuracy.
• Strong communication skills and ability to present logistics principles effectively.

Additional Information

• Compensation: $57,000 - $69,500
• Comprehensive benefits including health/dental/vision, 401k with match, training, and education opportunities.

EEO and Privacy Policies

We are an equal opportunity employer. We consider merit in employment decisions and do not discriminate based on race, color, creed, sex, gender identity, religion, marital status, age, national origin, disability, veteran status, sexual orientation, or other protected categories. We will provide reasonable accommodations for qualified applicants with disabilities.

During the application process, SMA may collect and process personal information for recruitment purposes, in accordance with applicable privacy laws, including the California Consumer Privacy Act for California residents.