Job description
PRIMARY DUTIES / RESPONSIBILITIES
- Supervise the Large-Scale Contact Center level 1 and 2 agents, in daily tasks, individual and group KPIs.
- Works with the Contact Center and Field Service Management teams for developing and reviewing metrics to improve departmental productivity and quality.
- Plans and coordinates service activities as required to troubleshoot difficult field issues and engineering requests.
- Analyzes SMA’s Large Scale product issues, via web, email, telephone, remote access, and site visits as required.
- Develops a dedicated team of engineers and technicians with a detailed knowledge of SMA’s Large Scale products, associated accessories, and third-party products that are sold by SMA.
- Manages escalations for Large Scale products for both internal and external customers.
- Regularly works with high voltage DC electricity, three phase power, and the relevant software and firmware of the inverters, third party accessories and equipment sold by SMA.
- Develops workflow processes as required to allow for highly efficient customer and field response.
- Serves as a Salesforce ticket system expert as well as role model and mentor to RCC team members.
- Other duties as may be required or assigned.
REQUIRED TRAINING (TYPE / DURATION / FIELD / ADDITIONAL TRAINING)
- An associate’s degree is required.
- A bachelor’s degree in business or a technical field is desirable.
REQUIRED RELEVANT PROFESSIONAL EXPERIENCE (TYPE / DURATION)
- At least 5 years of experience in technical product support are required.
- Experience with SMA Large Scale Products is strongly preferred.
- Understanding of PV and Battery systems, including the process from design to normal operations is desired.
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