Regional Service Dispatcher

POSITION OVERVIEW

The Regional Service Dispatcher is responsible for scheduling Field Service labor for both internal Field Service Engineers (FSEs) and external Service Providers in support of SMA America’s Warranty and Non-Warranty service operations. This role supports dispatching, service coordination, and customer service execution across a fast-paced environment with many moving parts, including coordination with the Regional Competency Center (RCC) and Medium Voltage (MV) teams. Strong communication, organization, and the ability to manage multiple priorities are essential to success in this role.

PRIMARY DUTIES / RESPONSIBILITIES

• Assign and schedule service repair activities for internal FSEs and external Service Providers using Salesforce planning tools.

• Align parts availability with field resources to support timely service execution and customer service commitments.

• Manage priority service levels for Key Accounts, including communicating tracking numbers and scheduling changes.

• Monitor active service cases to ensure service milestones and delivery timelines are met.

• Support Medium Voltage dispatch coordination and ensure proper escalation prior to scheduling service repairs.

• Work closely with RCC Technical teams to confirm service readiness, field preparation, and manufacturer notification.

• Align customer availability with SMA service scheduling.

• Track completed and open service tickets to ensure follow-up actions, documentation completion, and parts replenishment.

• Verify contractor documentation, including completed service reports and used-part pickup coordination.

• Monitor part order transfers between Salesforce and SAP and escalate system issues when needed.

• Ensure warranty claims and supplier escalations are completed accurately and on time.

• Collaborate cross-functionally with Logistics, Supply Chain, Transportation, and Service leadership while operating effectively in a high-volume, fast-paced dispatch environment.

REQUIRED QUALIFICATIONS

• Associate degree in business, logistics, a technical field, or equivalent experience.

• Experience supporting Field Service, Dispatch, or Service Operations teams.

• Strong customer service background in a service or dispatch environment (not a call center role).

• Ability to manage multiple priorities simultaneously in a fast-paced environment.

• Strong written and verbal communication skills.

• Proficiency with Microsoft Office Suite and service-related systems.

• Experience in Renewable Energy, Medium Voltage, Energy Distribution, or regulated environments is a plus.

PREFERRED QUALIFICATIONS

• Previous dispatching or service coordination experience.

• Familiarity with Salesforce or service ticketing systems.

• Exposure to Medium Voltage service workflows.

• Experience working with both internal teams and external service providers.

• Team-oriented mindset with strong cross-functional collaboration skills.

• Ability to quickly learn new systems; SAP experience is helpful but not required.

• Experience working in prevailing wage or regulated service environments is a plus.

WE OFFER

• Compensation: $28.00 – $30.00 per hour, dependent on experience.

• Work model: Hybrid for local candidates and remote for non-local candidates; Central and Eastern time zone coverage is strongly preferred.

• 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

• Opportunity to join a collaborative, team-focused service organization supporting complex field operations.

• Exposure to Medium Voltage systems, field engineering coordination, and cross-functional service execution.