Prevailing Wage Coordinator & Dispatcher

POSTITION OVERVIEW

The Prevailing Wage Coordinator & Dispatcher provides dispatching support and maintains compliance with prevailing wage projects. This position includes scheduling Field Service Labor for both internal Field Service Engineers and external Service Providers to support SMA Americas Warranty and Non-Warranty service requirements.

PRIMARY DUTIES / RESPONSIBILITIES

• Provides accurate Prevailing Wage determination, checks warranty dates, views prior Field Service Headcount before dispatching service cases, and requests an Apprentice when required.

• Assigns Prevailing Wage service repair activities to SMA Field Service Engineers and Service Providers via Salesforce Planning Board.

• Monitors daily service activities for new cases, aligns both parts and field resources to meet customer service repair activities.

• Create reports in Salesforce and Monday.com databases to coordinate dispatch records for all Service Prevailing Wage Projects to ensure compliance.

• Coordinates with Prevailing Wage Program Manager to provide monthly records of all Warranty Service, Blue Note, and Commissioning cases.

• Works directly with the Regional Competency Center Technical team to ensure customer needs are met, Field Service Resources are prepared for service assignments and manufacturers have been notified of the failure.

• Responsible for communication and alignment of customer’s availability while scheduling SMA service calls.

• Participate in Prevailing Wage audits.

• Verifies service repair activities in the external queue to ensure service providers (contractors) submit all required documentation, including completed service reports per SMA and supplier’s requirements, and the scheduling of used part pickups.

• Monitors part order transfers from Salesforce to SAP and debug system errors and/or report system errors to developer.

• Ensures warranty claims and escalations are completed with SMA’s suppliers.

• Work closely with the Prevailing Wage Program Manager, Prevailing Wage Payroll, Medium Voltage Dispatch, Blue Notes, Commissioning, and other internal teams.

• Other duties as may be required or assigned.

REQUIRED QUALIFICATIONS

• Associate’s degree in business, logistics, technical field or equivalent combination of education and experience.

• Experience working with Field Service teams is preferred.

• Experience in Renewable Energy, Medium Voltage and/or Energy Distribution Industries is desired.

• Prevailing Wage knowledge or certification is preferred.

• SAP System and Salesforce Ticketing System training.

• Basic office skills and associated software including Microsoft Office Suite and other basic office software.

PREFERRED QUALIFICATIONS

• Ability to manage and prioritize multiple program requirements.

• Experience with Customer Service Ticketing systems.

• Excellent customer service skills.

• Proficiency in the English language, both written and verbal, is required.

• Ability to resolve operational complications and an attitude of thinking outside of the box is required.

• Knowledge of SMA's product line is strongly preferred.

• Proficiency with Microsoft Office Suite (Word, PowerPoint, and Excel) is required.

• Attention to detail and a high level of accuracy are required.

• Experience working in SAP, Salesforce and Monday.com preferred.

• Strong verbal and written communication skills are required.

WE OFFER  

• Salary Range: $30.00 - $34.75 per hour, depending on experience and qualifications

• Comprehensive benefits including health, dental and vision coverage (including $0 premium options)

• 401(k) plan with company match

• Opportunities for professional development and training  

• Inclusive, collaborative, and innovative work environment