Regional Service Specialist

Job Description

Service Specialist

This position is responsible to support the technical needs of customer sites in the field through the installation and after-market support of GenDrive fuel cell units and GenFuel hydrogen utility infrastructure. As such, travel is a large component of this position (up to 100%) to serve various customer sites. The role requires highly adept technical and troubleshooting skills both with electro-mechanical and industrial gas systems. The Service Specialist is instrumental in role modeling high standards of customer service and technical excellence. The Service Specialist is also called upon to help train and develop more junior team members such as Field Service Technicians assigned to specific customer sites. The Service Specialist assists the Field Service managerial team with performance measurement of team members including recognition and disciplinary matters as required. The Service Specialist also provides a critical interface to Plug Power customer stakeholders and is looked upon to be an ambassador for Plug Power in the field. This role is vital to supporting the strong reputation for the reliability of Plug Power technology as well as furthering the Company’s reputation as a dedicated service partner to customers.

Core Duties and Responsibilities

• Performing detailed surveys of customer sites and lift truck fleets.
• Maintenance and service of fuel cells at customer sites.
• Perform remote diagnostics, troubleshooting, and evaluations to provide direction to customer service support personnel.
• Perform specialized service procedures including field retrofits, software and hardware upgrades to existing fuel cells.
• Providing emergency support service to customers as required.
• Training and supervising other personnel on troubleshooting, maintenance and service of fuel cells.
• Provide customer training on the use of fuel cells in lift trucks.
• Purchase tools, equipment and parts for customer service and support as required.
• Troubleshooting and maintenance of high-pressure hydrogen storage, delivery and fueling systems.
• Perform special assignments including laboratory testing, field readiness demonstration testing, and marketing trade show support.
• Maintaining ongoing communication with customer personnel regarding aftermarket support of fuel cells and hydrogen infrastructure.
• Provide regular feedback to company management regarding fuel cell performance and field maintenance issues.
• Complete administrative duties & documentation including expense reports, mileage logs, site and system documentation.
• Exhibit and enforce safety procedures in the field and at customer sites.
• Represent Plug Power in a professional manner at all times and in all interactions.
• Perform all other duties as assigned.