Core Duties and Responsibilities
- Lead point of contact for the assigned customer site, maintaining ownership for performance of the site, ensuring up-time and overall success.
- Check-in daily with the customer to ensure that their units are operating efficiently.
- Develop and maintain a detailed understanding of Plug Power products and procedures
- Maintain effective communication with the customer, informing them of any issues, including but not limited to waiting for parts and engineering issues.
- Maintain schedules for all technicians at the site to ensure adequate coverage and satisfactory customer service by scheduling.
- Provide proactive updates to Regional Service Manager, coordinating assistance if additional help in the region is needed, such as additional staffing resources, personnel concerns, and additional training resources.
- Track all open work orders for the site, elevating thematic issues to the leadership
- Maintain appropriate levels of spare equipment to ensure availability to the customer
- Build effective internal relationships with technicians at the site and across the region.
- Ensure that the Plug Power work area at the customer site is kept neat, organized, and compliant with 5S standards.
- Apply customer-specific policies and procedures by setting the example for the team at the site and ensuring that all other technicians adhere to such policies and procedures.
- Mentor technicians at the site, including training on site specific policies as well as being a dedicated resource for technical guidance and support.
- Assist Technicians onsite with step pay related learnings and on the job training (OJT).
- Maintain appropriate levels of parts inventory on-site, ordering tools, equipment and parts as needed to ensure appropriate level of supplies.
- Coordinate inventory audits weekly by assigning a technician to be in charge.
- Properly diagnose, troubleshoot and repair units and hydrogen infrastructure.
- Manage Preventative Maintenance schedule on a weekly basis to ensure the units and hydrogen system are maintained.
- Perform specialized service procedures, including but not limited to field retrofits, software and hardware upgrades to existing fuel cells and hydrogen system.
- Provide on-call and emergency support service to customers as required.
- Complete administrative duties & documentation, including: incident reports, service logs, inventory maintenance and site and system documentation.
- Champion for overseeing safety compliance including but not limited to safety manual, SDS, gantry inspection and other tooling certifications/inspections.
- Represent Plug Power in a professional manner at all times and in all interactions.
- Perform other duties as assigned.
- Minimum high school diploma or equivalent with technical electrical coursework.
- Four (4) or more years of direct experience in mechanical and electrical troubleshooting.
- Formal training and education may be also considered in lieu of direct experience.
- Prior experience as a Lead Technician is preferred.
- Exceptional organization skills; experience with 5S is preferred.
- Knowledge of lift truck operation and applications is highly preferred.
- Must possess a valid driver license, a clean driving record, and the ability to safely operate a motor vehicle.
- Must be able to lift 50 pounds on regular basis unassisted.
- Travel as required for business needs; expected to drive safely and to adhere to traffic laws.
- Computer and software systems skills as applicable to position including but not limited to: Word, PowerPoint, Excel, and Outlook.
- Dynamic interpersonal skills and the ability to effectively communicate with diverse audiences and stakeholders at all levels.
- Excellent verbal and written communication skills; superior customer service skills.
- Ability to work independently and uncompromising dedication to quality.
- Exceptional time management skills with the ability to handle multiple tasks.
- Punctual and reliable.
- Technician must provide own standard set of tools – specific fuel cell tools to be provided by Plug power.
- Must be proficient in the English language, both verbally and written, in order to communicate effectively with co-workers, customers, and other third parties.