Lead Field Service Technician

16 hours ago

Heber Springs, Arkansas, United States Plug Power Full time
Job Summary

The Lead Field Service Technician is a key role within our Field Service team, responsible for ensuring the smooth operation of our customer sites. This individual will be the primary point of contact for our customers, providing exceptional service and support to ensure their business needs are met.

Key Responsibilities:

  • Lead point of contact for assigned customer sites, ensuring up-time and overall success
  • Develop and maintain a detailed understanding of Plug Power products and procedures
  • Maintain effective communication with customers, informing them of any issues or concerns
  • Provide proactive updates to Regional Service Managers, coordinating assistance as needed
  • Track all open work orders for the site, elevating thematic issues to leadership
  • Maintain appropriate levels of spare equipment to ensure availability to customers
  • Build effective internal relationships with technicians at the site and across the region
  • Ensure the Plug Power work area at the customer site is kept neat, organized, and compliant with 5S standards
  • Mentor technicians at the site, including training on site-specific policies and procedures
  • Assist technicians onsite with step pay related learnings and on-the-job training
  • Maintain appropriate levels of parts inventory on-site, ordering tools, equipment, and parts as needed
  • Coordinate inventory audits weekly, assigning a technician to be in charge
  • Properly diagnose, troubleshoot, and repair units and hydrogen infrastructure
  • Manage Preventative Maintenance schedule on a weekly basis to ensure units and hydrogen system are maintained
  • Perform specialized service procedures, including field retrofits, software and hardware upgrades to existing fuel cells and hydrogen system
  • Provide on-call and emergency support service to customers as required
  • Complete administrative duties and documentation, including incident reports, service logs, inventory maintenance, and site and system documentation
  • Champion for overseeing safety compliance, including safety manual, SDS, gantry inspection, and other tooling certifications/inspections
  • Represent Plug Power in a professional manner at all times and in all interactions

Requirements:

  • Minimum high school diploma or equivalent with technical electrical coursework
  • Four (4) or more years of direct experience in mechanical and electrical troubleshooting
  • Formal training and education may be also considered in lieu of direct experience
  • Prior experience as a Lead Technician is preferred
  • Exceptional organization skills; experience with 5S is preferred
  • Knowledge of lift truck operation and applications is highly preferred
  • Must possess a valid driver's license, a clean driving record, and the ability to safely operate a motor vehicle
  • Must be able to lift 50 pounds on a regular basis unassisted
  • Travel as required for business needs; expected to drive safely and to adhere to traffic laws
  • Computer and software systems skills as applicable to position, including Word, PowerPoint, Excel, and Outlook
  • Dynamic interpersonal skills and the ability to effectively communicate with diverse audiences and stakeholders at all levels
  • Excellent verbal and written communication skills; superior customer service skills
  • Ability to work independently and uncompromising dedication to quality
  • Exceptional time management skills with the ability to handle multiple tasks
  • Punctual and reliable
  • Technician must provide own standard set of tools - specific fuel cell tools to be provided by Plug Power

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