Director Of Technical Support

Director of Technical Support

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.

Position Overview

We are seeking a Director of Technical Support to lead SMA America's Technical Support function for the Large-Scale segment. This role is accountable for delivering expert-level technical solutions to customers and internal field service teams, ensuring high-quality diagnostics, efficient resolution of equipment failures, and consistent escalation management across North America.

The Director of Technical Support serves as the primary escalation point for complex technical issues impacting customer satisfaction and field performance. This leader works closely with Engineering, R&D, and Quality teams at SMA headquarters to resolve regional technical issues, identify recurring failure patterns, and drive continuous improvement across SMA's inverter and communication product portfolio.

This position follows a hybrid work model for local candidates, with in-office collaboration, and is remote for non-local candidates, requiring the ability to effectively support field operations and partner with cross-functional teams across regions. The role plays a critical leadership function within SMA's Service & Operations organization, partnering closely with Field Service Operations and Service Quality to build a proactive, customer-centric technical support model and ensure support readiness for new product introductions.

Primary Duties / Responsibilities

Lead Technical Support and Troubleshooting

• Lead and develop Level 1, 2, and 3 Technical Support teams supporting the Large-Scale segment across North America
• Serve as the primary escalation point for complex technical challenges impacting customer satisfaction or field performance
• Ensure effective coordination between Technical Support, Field Service Operations, and Customer Service to deliver rapid and accurate diagnostics
• Establish, track, and report KPIs including case resolution time, first-call resolution rate, and field escalation efficiency, driving continuous improvement

Collaboration with R&D, Engineering, and Quality

• Collaborate with R&D, Engineering, and Quality teams at SMA headquarters to escalate, analyze, and resolve recurring issues, failure trends, or design-related defects
• Provide technical leadership in root cause analysis and contribute to product improvement feedback loops
• Own and maintain a robust technical knowledge base to support onboarding, training, and diagnostic consistency

New Product Introduction and Support Readiness

• Participate in new product introduction planning to ensure technical support readiness and field serviceability
• Partner with cross-functional teams to ensure new products are supported with appropriate tools, documentation, and processes

Product Behavior and Technical Leadership

• Act as the voice of Technical Support for customer escalations, executive briefings, and internal leadership forums
• Partner closely with the Director of Field Service Operations and Service Quality to build a proactive and customer-centric service organization
• Other duties as assigned

Required Qualifications

• Associate's degree in a technical or electrical field is required
• Bachelor's degree in a technical field or business is preferred
• Minimum of 5 years of experience in technical product support
• Phone-based technical support experience is required
• Experience supporting inverter and communication products
• Strong written and verbal communication skills in English
• Ability to analyze complex technical problems and present clear solutions
• Proficiency with Microsoft Office Suite including Word, Excel, and PowerPoint
• High attention to detail and accuracy

Preferred Qualification

• Call center management experience
• Experience managing a departmental budget
• German and or Spanish language proficiency
• NABCEP certification
• Experience supporting large-scale solar or energy systems
• Ability to travel domestically as needed

We Offer

• Base salary range of $104,000 – $134,000 annually, dependent on experience
• Comprehensive benefits including health, dental, and vision coverage, including $0 premium options
• Hybrid work schedule for local employees with in-office collaboration and remote flexibility for non-local employees
• 401(k) plan with company match
• Opportunities for professional development and training
• Inclusive, collaborative, and innovative work environment