Technical Support Specialist

OverviewStatus: Exempt (Salaried) | Department: Global Services / Service Engineering / Technical Services, Dept. 331Position SummaryPlug Power Inc. is committed to providing best-in-class technical support for our products to our global customer base on a 24/7 basis.
The Technical Support Specialist is a subject matter expert for troubleshooting and maintenance of Plug Power's products – Electrolyzer, Hydrogen Storage & Dispensing Infrastructure and Stationary/Motive Fuel Cell Systems.
Responsibilities include monitoring system performance via SCADA, handling support tickets and customer calls within the established product support environment and resolving issues with fielded systems.
The specialist develops and maintains technical product knowledge documents to provide world-class technical support to customers and field personnel servicing Plug products.
The ideal candidate possesses a broad range of technical knowledge related to Plug Power's product lines and can transfer that knowledge to others with varying levels of skill and experience.Note: This section preserves the original information without altering meaning.
Core Duties and Responsibilities
Provide technical support by assisting customers and Plug field personnel in researching, diagnosing, troubleshooting and identifying solutions to repair hydrogen infrastructure systems.
Prioritize support requests by severity and customer impact and drive resolution of field issues with expected urgency.
Escalate matters when required to ensure proper attention is given to critical situations.
Investigate failure incident root cause and support problem resolution.
Drive improvement of Plug infrastructure products by initiating, testing and verifying hardware, software and document changes (e.g., service bulletins, procedures, parts lists).
Build and maintain technical knowledge for all Plug Electrolyzer, Hydrogen Storage & Dispensing and Fuel Cell Systems through training, documentation review and applied field experience.
Operate infrastructure equipment remotely and on-site at customer and internal test facilities.
Ensure accurate, clear, high-quality and complete information is documented in support tickets, solution articles and fault-handling procedures.
Communicate and implement improvements to the technical support process, digital platforms and tools to drive a world-class support offering to external and internal customers.
Support new site installations as needed; help to provide end-user technical instruction.
Improve procedures and training materials for end customers and field service technicians.
Travel to customer locations to perform technical functions including troubleshooting and repair; author incident reports commensurate with technical repairs.
Build effective internal relationships with colleagues around the world; work cross-functionally as needed for project assignments.
Partner with engineering, operations and other internal teams to communicate relevant technical issues, 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-days/week operation.
Comply with all environment, health and safety (EHS) requirements such as training, PPE use and incident reporting.
Perform other duties as assigned.
Education and Experience
Secondary vocational (MBO-4), Associate's or Bachelor's degree (HBO, WO) required in relevant field (e.g., process technology, automotive technology, automation and controls, engineering, oil & gas, maritime technology).
Minimum of three (3) years of related work experience.
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.
Proficiency in Microsoft Office software.
Other Requirements
Speak and write English at a professional level.
Excellent communication and interpersonal skills.
A passion for teaching and helping others to grow their technical abilities.
Excellent customer service skills.
Demonstrated analytical abilities with strong attention to detail.
Ability to manage complex projects and multi-task effectively.
Excellent follow-through.
Flexibility to travel as needed up to 30%.
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 necessary to complete job responsibilities.
This may require working more than eight hours a day and more than five days or 40 hours per week.
Pay Range: $69,900.00 - $104,900.00
We offer a fantastic total rewards package at Plug, and a brief summary is below:
Base salary is determined on factors including education, experience, skills, and geography.
If you are interested in this position, please apply.
The pay range may not reflect 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.
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