Technical Support Specialist, Solar PV and Storage, Tier 2

The role

The Technical Support Specialist provides second level customer support through the Contact Center. This role responds to calls and emails to resolve complex technical issues for installers and customers across at least two SMA product groups.

What you will do

• Maintains the technical support hotline using communication and advanced troubleshooting skills.
• Provides second level technical support across two or more product groups.
• Serves as a technical subject matter expert on two or more product groups.
• Handles escalated and complex technical calls from SMA customers.
• Creates documentation for publication in document and web based media.
• Prepares technical field reports.
• Monitors discussions between Engineering, Quality, and Advanced Service teams.
• Mentors other specialists on SMA's product line.
• Consults on complex support cases to help resolve them.
• Resolves customer issues within the performance range of the team.

Required qualifications

• A four year technical degree, or 2 to 3 years of experience in technical support, electrical, or electronic work.
• Experience in the design, implementation, or technical support of complex electro mechanical systems.
• Experience troubleshooting solar PV systems.
• Knowledge of solar PV installation, system design, or inspection.
• Knowledge of basic electrical theory.
• Ability to communicate with customers by phone while taking detailed notes.
• Proficiency with Microsoft Office Suite, including Word, PowerPoint, and Excel.
• Proficiency in English, both written and verbal.
• Strong customer focus and a service oriented attitude.
• Strong attention to detail, organization, and accuracy.
• Ability to analyze and solve problems, work under time pressure, and manage multiple projects in parallel, both independently and as part of a team.

Nice to have

• Experience in electrical, electronic, or network communications.
• Prior experience in the solar or energy industry.
• Knowledge of mathematical concepts, including graphical representation of data.
• Spanish or German language skills.
• NABCEP certification.

Benefits

• Medical plan options through Aetna, plus Kaiser in California, including a $0 premium option.
• SMA covers about 90% or more of medical premiums.
• Contribution up to $1,500 a year to HSA on the high deductible plan.
• $0 employee only dental and vision options.
• Short and long term disability.
• $50,000 in life and AD&D insurance at no cost.
• 16 days of PTO, increasing with tenure.
• 12 paid holidays.
• 401k plan with a 100% match up to 5%.
• Tuition reimbursement.
• Opportunities for professional development.

Before you apply

• 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.
• Candidates who currently require or will in the future require visa sponsorship are not eligible.
• Candidates operating under a temporary work permit or any visa tied employment authorization are not eligible.

About the company

SMA America is the U.S. subsidiary of SMA Solar Technology AG. It provides solar inverter technology for residential rooftops to large scale utility plants.