SMA America has opened its new service center in Rocklin, California, that has been dedicated to provide customers with technical support over the phone, internet and on-site throughout the U.S. and Canada. SMA America assures that every call is received by a live person at the new service center, which also offers its customers that ability to email service representatives for help.
“With the new Service Center, we can better assist our fast-growing customer base while shortening response times, thereby further elevating the technical support experience,” said Jurgen Krehnke, president and general manager of SMA America. “With these added capabilities, SMA is proud to expand upon what’s already viewed as best-in-class service.”
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Customers looking for assistance with SMA’s Sunny Boy and Sunny Island inverters can call the service technicians who have been specifically trained to help with problems that arise during installation, operation and fault analysis and advice on the use of the company’s communication hardware. Service representatives have a PV simulator located at the Rocklin site and an inverter laboratory in order to help them fully provide troubleshooting assistance to customers.
The simulator has working Sunny Boy inverters with communication and monitoring systems that can mimic the problem a customer is dealing with and allow the service technician a more remote, but hands on approach. In the lab, Sunny Island off-grid systems are available as well as Sunny Island inverters, a multicluster box, generator and battery bank. Furthermore, working Sunny Boy and Sunny Central inverters along with a webcam provide live support as do the technicians’ abilities to log into a customer’s SMA Sunny WebBox to identify and fix problems.
Service technicians also have the ability to contact field service agents, which are located throughout North America, who, if need be, can provide on-site service.
