Product Service Engineer

Product Service Engineer

Status: Exempt (salaried)

Department: Service

Position Summary

The Product Service Engineer position supports Plug Power’s overall service model by focusing upon the reliability of Electrolysers, Fuel Cells and hydrogen infrastructure products deployed at customer sites. The occupant of this role must build and maintain technical expertise related to product performance and troubleshooting. The Product Service Engineer is called upon to assist with technician training and engineering design optimization. This position is further focused upon analyzing fleet performance data to lead engineering on the path of increased product reliability for customers. The ideal candidates for this role will possess a technical background in electrical and/or mechanical engineering as relevant to remotely deployed technology. The Product Service Engineer should be creative, self-motivated, able to handle multiple project assignments and willing to learn and adapt within a fast-paced engineering organization.

Core Duties and Responsibilities

• Build and maintain technical product knowledge
• Regularly monitor field performance activity and develop analytics commensurate with business needs
• Travel to customer locations to perform technical functions including repair and troubleshooting as required; author incident reports and communicate with onsite personnel
• Define diagnostic parameters to programmatically determine root cause
• Develop and provide technical training to internal staff members including on-site Service Technicians
• Write and execute test plans for system level component diagnostics and reliability improvements
• Provide 2nd tier engineering technical support as needed
• Perform root cause investigations using 8D problem solving methodology to improve product reliability
• Build effective internal relationships with colleagues; work both inter-departmentally and cross-functionally as needed for project assignments
• Effectively incorporate field data from customers into prioritization of work
• Manage project assignments with a focus on delivering high caliber results in a timely fashion
• Maintain an understanding of high priority engineering projects; be prepared to contribute as needed to priority projects
• Represent Plug Power in a professional manner in all interactions; support the philosophy of the organization to provide high-performing technology to maximize customer satisfaction
• Perform other duties as assigned

Education and Experience

• Bachelor’s degree in engineering related discipline
• Minimum of three (3) years of related work experience
• Ability to travel as needed to carry out duties of the position – up to 50%
• Embedded system design and analysis experience preferred
• Experience in C with an understanding of writing code preferred
• Demonstrated analytical abilities with strong attention to detail
• Superior communication skills
• Proficient in Microsoft Office: Word, PowerPoint, Excel, and Outlook
• Teamwork oriented and focused
• Superior communication skills
• Ability to manage complex projects and multi-task effectively
• Excellent follow-through
• Must be driven and self-motivated
• Must possess the highest ethical standards and a commitment to work quality