Service Dispatcher, Medium Voltage (Remote, US)
Service Dispatcher, Medium Voltage
Remote, US
WORK AUTHORIZATION
Applicants must be authorized to work in the United States on a full-time basis. SMA America does not offer employment visa sponsorship of any kind, including H-1B, OPT, CPT, or TN visas. Candidates who currently require or will in the future require visa sponsorship are not eligible for this role. Candidates operating under a temporary work permit or any visa-tied employment authorization are also not eligible. This position is open to candidates located within the continental United States only.
AI-GENERATED APPLICATION MATERIALS
We review all resumes and application materials for AI-generated content. Submissions that show evidence of AI manipulation, including AI-written resumes, cover letters, or responses, will be disqualified from consideration without further review. We want to hear your authentic voice and see your genuine experience.
RECRUITMENT FRAUD NOTICE
All SMA America openings are posted on our official careers page and all recruiter communication comes from an @sma-america.com address. We never request payment, banking information, or a Social Security number during the recruitment process. If you are contacted about an SMA America role from a personal email account, or asked for any of the above, please forward the message to HRGeneralmailbox@sma-america.com.
PURPOSE OF THE POSITION
The 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.
PRIMARY DUTIES / RESPONSIBILITIES
• Assigns service repair activities to SMA field resources and external Medium Voltage service providers via the Salesforce Planning Board, based on availability and customer or case priority level.
• Reviews stock locations and communicates logistics options to Medium Voltage repair providers, ensuring warranty claims and escalations are completed with the MV manufacturers used by SMA.
• Monitors and adjusts service case priorities based on customer account status or service contract.
• Monitors dispatch queues for new service cases, then aligns parts and field resources to meet customer service repair activity within the defined service level.
• Monitors existing service cases for key customers and service contracts to ensure end-to-end delivery times and milestones are met, taking proactive action with other SMA groups as needed to meet service level commitments.
• Ensures Medium Voltage issues reported by customers have been escalated to MV manufacturers before planning service repair activities.
• Provides backup support for the dispatching of field service activities and parts.
• Performs quality control of dispatched service cases from the 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 availability with the SMA repair plan.
• Verifies all service repairs receive a properly completed Service Report with the details required by MV manufacturers and SMA Supplier Quality.
• Other duties as may be required or assigned.
REQUIRED QUALIFICATIONS
• Associate's degree in business, logistics, or a technical field, or an equivalent combination of education and experience.
• Experience with customer service ticketing systems.
• Proficiency in the English language, both written and verbal.
• Proficiency with Microsoft Office Suite, including Word, PowerPoint, and Excel.
• Strong verbal and written communication skills.
• Attention to detail and a high level of accuracy.
• Ability to resolve operational complications and think outside of the box.
PREFERRED QUALIFICATIONS
• Experience working with field service teams.
• Experience in the renewable energy, Medium Voltage, or energy distribution industries.
• Knowledge of customer service principles and practices.
• Knowledge of SMA's product line.
• Spanish and/or German language skills.
REQUIRED TRAINING
Training will be provided upon hiring in the following areas:
• Basic Medium Voltage training.
• SAP system and Salesforce ticketing system training.
• End-to-end process training.
OTHER SPECIALIZED SKILLS
• Ability to effectively discuss and present logistics principles to an audience.
• Ability to work effectively and independently in a remote team structure.
• Extent of responsibility: Regional.
• Required language proficiency: English.
WE OFFER
• Compensation: $30.00 to $31.20 per hour, dependent on experience and qualifications.
• Comprehensive benefits including health, dental, and vision coverage, including $0 premium options.
• Work Model: Remote.
• 401(k) plan with company match.
• Opportunities for professional development and training.
• Inclusive, collaborative, and innovative work environment.