Technical Support Specialist
Status: Exempt (Salaried)
Department: Global Services / Service Engineering / Technical Services, Dept. 331
Location: Hengelo or Alphen aan den Rijn, Netherlands
Position Summary
Plug Power Inc.is committed to providing best-in-class product technical support 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 infrastructure systems – Electrolyzers, Hydrogen Storage & Dispensing and High-Power Stationary Fuel Cell Systems. Responsibilities of this role include monitoring system performance via SCADA, handling support tickets and customer calls within the established product support environment and resolving issues with fielded systems. In addition, the Technical Support Specialist is responsible for developing and maintaining technical product knowledge documents to provide world-class technical support to customers and field personnel servicing Plug products. The ideal candidate for this role will possess a vast array of technical knowledge related to Plug Power’s product line and can effectively transfer that knowledge to others with various levels of skill and experience.
Core Duties and Responsibilities
- Provide technical support by assisting customers and Plug field personnel in researching, diagnosing, troubleshooting and identifying solutions to restore 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 (e.g., service bulletins, procedures, parts lists) changes.
- 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 both inter-departmentally and 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 flexible and available to work outside regular office hours due to time zone differences and 24-hour, 7-day/week operation.
- Comply with all environment, health and safety (EHS) requirements such as training, personal protective equipment (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) in relevant field (e.g., process technology, automotive technology, automation and controls, engineering, electrical engineering, oil & gas, maritime technology) or 5-years of applicable field experience.
- 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
- Work in office at a Plug location in The Netherlands (e.g., Alphen aan den Rijn, Hengelo), NY (Slingerlands), OH (Dayton) or TX (Houston).
- Speak and write English at a professional level.
- Excellent communication skills and social 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
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.
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