Technical Support Specialist

Technical Support Specialist

Status: Exempt (salaried)

Department: Field Service

Position Summary

The Technical Support Specialist is a subject matter expert for troubleshooting and repair of Plug Power’s fuel cell units and/or Hydrogen Systems. This role specializes in monitoring and maintaining the fleet of Plug Power Hydrogen Systems/Fuel Cells. In addition, the Technical Support Specialist provides assistance/support for field personnel. The ideal candidate for this role will possess a vast array of technical knowledge related to Plug Power’s GenDrive product line and/or GenFuel Hydrogen Pad, along with the ability to effectively transfer that knowledge to others with various levels of skill and experience.

Core Duties and Responsibilities

• Build and maintain technical product knowledge internally for all GenDrive models and/or GenFuel V1, V2, V3 & V4 etc., including Hydrogen Pad and dispensers
• Assist field personnel in researching, diagnosing, troubleshooting and identifying solutions to repair GenDrive fuel cell units and/or GenFuel components on the Pad.
• Act as an ongoing resource to the technician team in the field to help provide technical insights, answer questions, provide repair instruction and more
• Develop reports and communicate issues related to GenDrive units and/or GenFuel Pad & Dispenser repair as needed; escalate matters when required to ensure proper attention is given to critical situations
• Support new site installations as needed; help to provide end-user technical instruction
• Develop training materials and continually refine training programs for Field Service Technicians
• Travel to customer locations to perform technical functions including repair and troubleshooting; author incident reports commensurate with technical repairs
• Build effective internal relationships with colleagues; work both inter-departmentally and cross-functionally as needed for project assignments
• Partner with engineering, operations and other internal teams to communicate relevant technical issues thereby helping to make design and operational improvements across the business
• Perform other duties as assigned

Education and Experience

• High school diploma required; associates degree or vocational school degree preferred
• Minimum of three (3) years of related work experience
• Flexibility to travel as needed up to 30%
• Highly skilled with fuel cell system troubleshooting and repair
• High level of skill with mechanical systems installation, troubleshooting, and repair
• Ability to diagnose system failures and isolate root cause
• Industrial gas systems experience preferred
• A passion for teaching and helping others to grow their technical abilities
• Excellent customer service skills
• 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
• 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.