Director of Field Service Operations U.S. & Canada

Director Of Field Service Operations U.S. & Canada

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 systemsall while pushing the boundaries of what's possible in clean energy. But we're not just transforming powerwe'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 energywe'd love to meet you.

The Director of Field Service Operations U.S. & Canada is responsible for managing and directing the service activities of the assigned customer-facing service department. Duties include creating and executing department-level field related service operations and helping to develop the overall U.S. and Canada Field Service Strategy, positioning SMA as the service leader in the industry, and leading the organization to best-in-class customer satisfaction and service operations performance one customer at a time.

Primary duties / responsibilities include :

• Promote and set safety standards in all customer service operations. Ensure workforce is performing work in accordance with SMA Safety Standards and Procedures on a daily basis.
• Set department-level strategies / priorities and assist with development, planning and implementation of service operations strategy for the Americas, with accountability for financial, customer, operations, employee, and innovation targets and objectives.
• Motivate, manage and coach the Field Service Operations, including back-office support, Field Service Key Accounts and MVT teams to build support and promote customer satisfaction and service operations excellence.
• Identify and lead continuous customer satisfaction performance improvement. Set and meet Customer Satisfaction targets, define and implement action plans to improve areas of under-performance.
• Define and actively monitor key performance indicators (KPI's) of the department service operations performance and drive continuous improvement. Define and implement action plans to improve areas of under-performance.
• Lead and manage customer escalations as required to satisfactory resolution. Identify, establish and lead cross-functional teams as required to resolve complex, system-level issues and escalations.
• Identify and lead business innovation initiatives to maintain service leadership in the PV and Battery Storage industry.
• Take an active, leadership role in the employee review and development process. Work with the management team to ensure a high-quality employee review and development process is implemented for all employees in line with established processes and timelines.
• Interface with Germany headquarters, other SMA organizations, and external suppliers / partners / customers as required to address customer service issues and optimize service operations within North America.
• Participate in the annual budgeting process for the department and manage the actual monthly budget spend to plan.
• Other duties as may be required or assigned.

Required qualifications include :

Preferred qualifications include :

We offer :