Regional Service Dispatcher - Medium Voltage
The Regional 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. Duties include reviewing stock locations and communicating logistics options to Medium Voltage Repair Providers, also ensuring that warranty claims and escalations are completed with MV manufacturers used by SMA. Position also requires the monitoring and alteration of Service Case priorities based on customer account status or Service Contract to meet SMA’s Service commitments.This position also includes acting as a backup for the dispatching of field service activities and parts.
Primary duties / responsibilities
Will assign Service Repair activities to SMA Field Resources, external Medium Voltage Service Providers via Salesforce Planning Board based on availability and customer/ case priority level.
Monitors dispatch queues for new service cases. Then align parts and field resources to meet a customer service repair activity within the defined service level.
Monitors existing service cases for key customers and service contracts to ensure the end-to-end delivery time and milestones are met. Takes proactive action with other SMA groups as needed to accomplish service level commitments.
Ensure Medium Voltage issues reported by customers have been escalated to MV manufacturers before planning Service Repair Activities.
Quality control of dispatched service cases from 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’s availability and SMA repair plan.
Verifying all Service repairs receive a properly completed Service Report with details required from MV manufacturers and SMA’s Supplier Quality.
Other duties as may be required or assigned.
Required training (type / duration / field / additional training)
Basic Medium Voltage Training
SAP System and Salesforce Ticketing System Training
End to End Process Training
Required relevant professional experience (type / duration)
Associates 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.
Other specialized skills
Experienced with Customer Service Ticketing systems.
Knowledge of customer service principles and practices are preferred.
Proficiency in the English language, both written and verbal, is required. Spanish and/or German language skills are a plus.
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.
Strong verbal and written communication skills are required.
Ability to effectively discuss and present logistics principles to an audience.
Additional Information:
Compensation: $57,000 - $69,500 annually
Comprehensive benefits including health/dental/vision with $0 premium options, 401k with match, advanced training and education opportunities, etc.
About the job
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Regional Service Dispatcher - Medium Voltage
The Regional 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. Duties include reviewing stock locations and communicating logistics options to Medium Voltage Repair Providers, also ensuring that warranty claims and escalations are completed with MV manufacturers used by SMA. Position also requires the monitoring and alteration of Service Case priorities based on customer account status or Service Contract to meet SMA’s Service commitments.This position also includes acting as a backup for the dispatching of field service activities and parts.
Primary duties / responsibilities
Will assign Service Repair activities to SMA Field Resources, external Medium Voltage Service Providers via Salesforce Planning Board based on availability and customer/ case priority level.
Monitors dispatch queues for new service cases. Then align parts and field resources to meet a customer service repair activity within the defined service level.
Monitors existing service cases for key customers and service contracts to ensure the end-to-end delivery time and milestones are met. Takes proactive action with other SMA groups as needed to accomplish service level commitments.
Ensure Medium Voltage issues reported by customers have been escalated to MV manufacturers before planning Service Repair Activities.
Quality control of dispatched service cases from 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’s availability and SMA repair plan.
Verifying all Service repairs receive a properly completed Service Report with details required from MV manufacturers and SMA’s Supplier Quality.
Other duties as may be required or assigned.
Required training (type / duration / field / additional training)
Basic Medium Voltage Training
SAP System and Salesforce Ticketing System Training
End to End Process Training
Required relevant professional experience (type / duration)
Associates 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.
Other specialized skills
Experienced with Customer Service Ticketing systems.
Knowledge of customer service principles and practices are preferred.
Proficiency in the English language, both written and verbal, is required. Spanish and/or German language skills are a plus.
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.
Strong verbal and written communication skills are required.
Ability to effectively discuss and present logistics principles to an audience.
Additional Information:
Compensation: $57,000 - $69,500 annually
Comprehensive benefits including health/dental/vision with $0 premium options, 401k with match, advanced training and education opportunities, etc.