Service Specialist

Status: Exempt                         

Department: Field Service  

Position Summary
The Service Specialist plays a critical role for the organization.  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, GenFuel hydrogen utility infrastructure, Electrolyzer systems, and new product lines.  As such, travel is a large component of this position (up to 100%) to serve various customer sites across the United States.  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 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.

QUALIFICATIONS

Education and Experience 

• Associates degree or vocational degree in engineering, electronics, or other applicable field of study
• Will consider high school diploma and 3+ years of experience in lieu of above degree requirement
• Experience in a supervisory position highly preferred
• Ability to travel as needed to carry out duties of the position – up to 100%
• Electrical and mechanical troubleshooting and repair skills
• General knowledge of lift truck usage and operation
• Uncompromising dedication to customer service excellence
• Demonstrated analytical abilities with strong attention to detail
• Superior communication skills
• Proficient with Microsoft Office software
• Ability to manage complex projects and multi-task effectively
• Ability to role model high standards of professionalism
• Excellent follow-through
• Must be driven and self-motivated
• Must possess the highest ethical standards and a commitment to work quality

Plug Power, Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.

Pay Rate:

We offer a fantastic total rewards package at Plug, and a brief summary is below:

✓ Base salary is determined on a number of factors including but not limited to education, experience, skills, and geography. These factors are considered when making an offer of employment.  If you are interested in this position, we’d ask that you apply.

✓ The above pay range, may not take into account local geographic pay variations. If there is an applicable geographic differential, a member of the HR team can discuss that with you.

✓ Health, Dental & Vision Insurance eligibility starting from the first day of hire

✓ 401(k) with 5% company match

✓ Bonus eligibility

✓ Paid time off including vacation, personal and sick time

✓ Paid Holidays

✓ Wellness Reimbursement Program

✓ Potential to apply for Tuition Reimbursement

✓ Employee Referral program

✓ Employee Assistance Program

Plug Power Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.