Titolo: Technical Service Manager
Milano, IT
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ENERGY THAT CHANGES: Tecnologie innovative e sostenibili sono il prerequisito per la produzione di energie rinnovabili. Più di 3000 dipendenti da 20 paesi lavorano per assicurare che SMA collabori attivamente nel promuovere la produzione e lo sviluppo di tecnologia FV in tutto il mondo. Vuoi avere un ruolo nel plasmare la produzione energetica del future? Benvenuto in SMA. be energy. La tua energia può crescere con noi. Reagisci ai cambiamenti in modo attivo, mirato e coraggioso.
be flexible. e condizioni possono cambiare, quindi i nostri modelli di lavoro ti offriranno una soluzione.
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Technical Service Manager
Role Objective
The Technical Service Manager – Large Scale is responsible for the strategic management and coordination of all technical service activities related to the Large-Scale segment. This role involves supervising field service operations, overseeing second-level technical support, managing resources and spare parts, and driving technical training initiatives for partners and customers.
The main goal is to ensure operational excellence, continuous process improvement, and high customer satisfaction.
Key Responsibilities
Field Service Management
Coordinate and oversee field service activities for the Large-Scale segment, ensuring high-quality interventions, adherence to SLAs, and operational efficiency of both internal teams and external partners.
Coordination with Contact Center and 2nd Level Support
Effectively manage complex technical requests received through the Contact Center, ensuring high-quality resolutions and supporting first-level support teams.
Spare Parts Management
Oversee spare parts logistics and inventory, ensuring the availability of critical materials and optimizing logistics flows and associated costs.
Performance Monitoring and Reporting
Analyze KPIs and performance data using company tools (SAP, Salesforce, Service1, Prontoform), and drive continuous improvement initiatives.
Training Development and Coordination
Lead the development and delivery of technical training programs (internal and external), in collaboration with the Solar Academy, targeting Service Partners, Service Providers, and customers.
Commissioning Activities
Support and supervise commissioning activities, ensuring proper system activation and compliance with SMA’s technical standards.
Stakeholder Management
Collaborate with internal departments (Sales, Project Management, Quality) and external partners to deliver a cohesive and high-quality service experience.
Requirements
- Proven experience in managing technical teams and field service operations, preferably in the Large-Scale photovoltaic sector.
- Advanced knowledge of technical assistance processes and commissioning activities.
- Experience handling second-level support requests and engaging with contact centers and customers.
- Strong command of enterprise tools such as SAP, Salesforce, Service1, and Prontoform.
- Excellent organizational, leadership, and team management skills.
- Fluency in English (written and spoken); additional languages are a plus.
- Strong problem-solving mindset and a high degree of customer orientation.
- Willingness to travel and participate in training sessions and company events to support continuous professional development.
