Field Service Technician I, LeadStatus: Non-Exempt (hourly) Department: Field ServicePosition SummaryThe Field Service Technician will support our fuel cell products currently installed in electric lift trucks, including performing preventative maintenance and resolving breakdowns. This person will be responsible for servicing fuel cells at a specific location. This person will also be responsible for reporting breakdown events, parts ordering, and maintenance of fuel cells at a specific location. This position presents a great amount of exposure to customer personnel and electric lift truck operators, and thus requires a person with excellent technical skills as well as communication, interpersonal and motivational skills. Core Duties and ResponsibilitiesMaintenance and service of fuel cells at customer sites.Performing diagnostics, troubleshooting, and evaluations to maintain the fleet at a specific location.Performing specialized service procedures, including field retrofits and software and hardware upgrades to existing fuel cells.Providing emergency support service to customers as required.Purchasing tools, equipment, and parts for customer service and support as required. May require troubleshooting and maintenance of high-pressure hydrogen storage, delivery and fueling systems.May include maintaining ongoing communication with customer personnel hydrogen suppliers regarding aftermarket support of fuel cells.Providing regular feedback to regional service representatives regarding fuel cell performance and field maintenance issues.Completing administrative duties & documentation, including incident reports, service logs, inventory maintenance and site and system documentation.Exhibiting and enforcing safety procedures in the field or customer sites.Travel as required for business needs; expected to drive safely and to adhere to all traffic lawsRepresent Plug Power in a professional manner at all times and in all interactionsPerform other duties as assigned.Education and ExperienceMinimum high school diploma or equivalent with technical electrical courseworkThree (3) or more years of direct experience in mechanical and electrical troubleshootingFormal training and education may be also considered in lieu of direct experienceMust possess a valid driver license, a clean driving record, and the ability to safely operate a motor vehicleMust be able to lift 50 pounds on regular basis unassistedKnowledge of lift truck operation and applications is highly preferredGeneral mechanical aptitude is requiredComputer and software systems skills as applicable to position including but not limited to: Word, PowerPoint, Excel, and OutlookDynamic interpersonal skills and the ability to effectively communicate with diverse audiences and stakeholders at all levelsExcellent verbal and written communication skillsCreativity in solving technical problemsAbility to work independentlyUncompromising dedication to qualityExceptional time management skills with the ability to handle multiple tasksPunctual and reliableTechnician must provide own standard set of tools – specific fuel cell tools to be provided by Plug PowerStep 1 RequirementsTechnical RequirementsAll necessary onboarding/customer site training is complete (outlined on LMS training site)Create work orders, order parts, properly close-out work orders (OJT)Effectively utilizes email, text alerts, expense system, service portal, and other required systems (OJT)Understands and can demonstrate use of multimeter (OJT)Sends accurate daily BOD and EOD reports (OJT)Appropriately escalates to tech support and management when needed (OJT)Understands and can demonstrate how to clear alarms for H2 pad and dispenser (OJT)Demonstrated ability to use tools and follow standard procedures (swage, clamps, crimps, hardware) (OJT)Perform H2 pad and dispenser inspections (OJT)Non-Technical RequirementsShows a willingness to grow and learn; is accepting of training and coachingEmployee consistently demonstrates punctuality and reliabilityConsistently displays a positive and cooperative attitudeTeam player who treats others with courtesy and respect at all timesStrong communication skills including verbal and written abilitiesCustomer service skills, representing PLUG in a professional manner at all timesHonesty and integrity in all facets of workRole models safe work habits and consistently adheres to all safety standards in performance of jo dutiesDemonstrates adherence to all Field Service processes and proceduresStep 2 RequirementsTechnical RequirementsHow to check floating and isolated grounds (OJT)Attend and participate in FS Technical Training Program (example: Romeoville, IL or similar)Ability to replace a stack on various GenDrive models (OJT)LOTO Hands On (OJT)Understands and can demonstrate how to receive / ship batteries and parts (OJT)Ability to remove and replace fueling nozzle (OJT)Understands and can demonstrate how to hook up and use HPTT (OJT)Understands and can demonstrate how to replace wearable components (ie: valves) on H2 systems (OJT)Capable to reset H2 gas compressor (OJT)Demonstrated ability to lock cascade valves (OJT)Non-Technical RequirementsExcellent task-oriented follow-throughUses time productively and finds opportunities to make helpful contributions; even during low volume repair periodsPractices and exhibits 5S standardsCommunicates effectively to RSR and RSM level, ensuring management chain is kept informed of site level matters as neededWilling and able to respond to off-shift needsLead RequirementsTechnical RequirementsSite Truck Availability:All Lead Technicians are expected to ensure site truck availability at their designated customer sites.Plug Power’s weekly availability target is 99% or greaterSpecific availability requirements are determined by contractual obligations for each individual customer site. Availability requirements may vary at customer sites through the year depending on peaks.Site Evaluation Score: Site evaluations will be completed on a quarterly basis if not more and must receive a score equaling to average or excellent.Beyond site evaluation scores, Lead Technicians are also expected to maintain ownership of performance at assigned customer site(s). This includes accurate inventory maintenance and always maintaining 5S standards.Hydrogen System Maintenance: Lead Technicians are expected to maintain the following items related to hydrogen system maintenancePreserves hydrogen system pressure metric of >5,000 psi at all times for their specified sites.Manages preventative maintenance schedule to ensure hydrogen systems are maintained.Regularly assigns audits and inspections amongst technicians, ensuring the successful performance of all products and systems.Ensures daily pad inspections are completed and work orders are entered for identified deficiencies.Certifies efficiency audits are completed monthly or as required.Non-Technical RequirementsCustomer & Internal Communication:Regularly communicates with the customer, representing Plug Power in a professional manner at all times and in all interactions.If issues arise, proactively communicating with the Regional Service Manager to elevate concerns to their attention.Supports regular meetings with the customer POC, ensuring that Beginning of Day or End of Day reports are sent daily.Regularly communicates work priorities, status of downed units and/or H2 system updates, schedules and information from shift to shift with technicians onsite.Technician Development: Mentor technicians at the site, including training on site specific policies as well as being a dedicated resource for technical guidance and support. Leads by example and encourages professional and positive communications in all interactions. Regularly updates Resource Managers and Regional Service Managers.Pay Rate:$24.00 - $25.00We offer a fantastic total rewards package at Plug, and a brief summary is below:✓Base salary is determined on a number of factors including but not limited to education, experience, skills, and geography. These factors are considered when making an offer of employment. If you are interested in this position, we’d ask that you apply.✓The above pay range, may not take into account 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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