BE THE CHANGE

Purpose of the postion:

The Teamlead Customer Fulfillment for the Segment Large Scale is responsible to provide direction and Leadership to achieve our company and business goals. They further take over the responsibility to drive the Field Service Engineers to work as a team in a customer and process oriented way with an end to end perspective. In this role you are responsible to ensure excellent support on all utility solutions and maintain SMA commercial inverters as well as contracted sites in the field. Furthermore you act as an escalation point for the Field Service Engineers. The Teamlead is responsible for regularly updating the Country Director of ongoing business matters, analytics and focus topics of the team.

Primary duties / responsibilities:

• Lead, monitor performance and give guidance to the Service Team Large Scale

• Evaluate training needs and provide training sessions for SMA Field Service Engineers and SMA partners

• Support the implementation of Bluenotes in your country

• Monitoring and maintaining of Service tickets along the escalation hierarchy, initiate Regional Service Expert involvement where necessary

• Active support of the respective Country Director on technical, organizational and ad hoc matters arising within the Service department

• Contribution on corporate and business goals and proactively leading the organization to continuous improvement in terms of structure, processes and strategy

• Provide excellent Leadership skills to the Team in terms of promotion of high potentials, career development paths and ensuring a framework of collaboration based on SMA’s values

• Providing and monitor KPI’s and costs analytics as well as reportings to the Country Director and initiate measures according to the analytics, if necessary

• Ensure a detailed knowledge base for SMA’s Large Scale inversters and solutions within the organization

• Manage Health & Safety requirements on and off site and manage the implementation and reviews of policies

• Support Sales colleagues in Service topics by attending customer meetings

• Manage O&M sites and contracts

Required relevant professional experience (type / duration):

• Bachelor’s degree in electo-technical field / 18th Edition Certification

• Requires 3 or more years professional customer service experience

• Deep knowledge in installation, repair and maintenance of electrical plants or installations in the field of power electronics

• Preferable solar PV experience

Other specialized skilles:

• Excellent communication skills and ability to interact with customers in a positive and professional manner

• Strong interpersonal, communication and leadership skills and demonstrated ability to motivate, build trust, gain support with intercultural competence

• Highly customer and success-oriented with an end-to-end understanding process orientation and mindset

• High willingness to travel

• Proficiency in the English language, both written and verbal, is required. German, Dutch, Italian, French and/or Spanish language skills are a plus