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Technical Support Specialist
Status: Exempt (Salaried)
Department: Global Services / Service Engineering / Technical Services, Dept. 331
Position Summary
Core
**Responsibilities**:
- Build and maintain technical product knowledge internally for all GenDrive models, GenFuel V1, V2, V3 & V4 etc., including Hydrogen Pad and dispensers, and new products (e.g., electrolyzers, stationary systems).
- Assist field personnel in researching, diagnosing, troubleshooting and identifying solutions to repair fuel cell and/or hydrogen infrastructure components.
- 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, GenFuel Pad & Dispenser Electrolyzer or Stationary product 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
- Be available to work a variety of shifts or times. This is a 24-hour, 7 day a week operation and this team is required to perform around the clock
- 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
- Exempt employees are expected to work as many hours as is necessary to complete their job responsibilities. This may require they work more than eight hours a day and more than five days or 40 hours per week.
- Plug Power Inc. is committed to creating a diverse and inclusive environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected status._
