Technical Support Specialist

Technical Support Specialist Status: Exempt (salaried)                                                                  Department: Field ServicePosition SummaryThe Technical Support Specialist is a subject matter expert for troubleshooting and repair of Plug Power’s fuel cell units and/or Hydrogen Systems.  This role specializes in monitoring and maintaining the fleet of Plug Power Hydrogen Systems/Fuel Cells. In addition, the Technical Support Specialist provides assistance/support for field personnel. The ideal candidate for this role will possess a vast array of technical knowledge related to Plug Power’s GenDrive product line and/or GenFuel Hydrogen Pad, along with the ability to effectively transfer that knowledge to others with various levels of skill and experience.Core Duties and ResponsibilitiesBuild and maintain technical product knowledge internally for all GenDrive models and/or GenFuel V1, V2, V3 & V4 etc., including Hydrogen Pad and dispensersAssist field personnel in researching, diagnosing, troubleshooting and identifying solutions to repair GenDrive fuel cell units and/or GenFuel components on the Pad.Act as an ongoing resource to the technician team in the field to help provide technical insights, answer questions, provide repair instruction and moreDevelop reports and communicate issues related to GenDrive units and/or GenFuel Pad & Dispenser repair as needed; escalate matters when required to ensure proper attention is given to critical situationsSupport new site installations as needed; help to provide end-user technical instructionDevelop training materials and continually refine training programs for Field Service TechniciansTravel to customer locations to perform technical functions including repair and troubleshooting; author incident reports commensurate with technical repairsBuild effective internal relationships with colleagues; work both inter-departmentally and cross-functionally as needed for project assignmentsPartner with engineering, operations and other internal teams to communicate relevant technical issues thereby helping to make design and operational improvements across the businessPerform other duties as assignedEducation and ExperienceHigh school diploma required; associates degree or vocational school degree preferredMinimum of three (3) years of related work experienceFlexibility to travel as needed up to 30%Highly skilled with fuel cell system troubleshooting and repairHigh level of skill with mechanical systems installation, troubleshooting, and repairAbility to diagnose system failures and isolate root causeIndustrial gas systems experience preferredA passion for teaching and helping others to grow their technical abilitiesExcellent customer service skillsDemonstrated analytical abilities with strong attention to detailSuperior communication skillsProficient with Microsoft Office softwareAbility to manage complex projects and multi-task effectivelyExcellent follow-through Must be driven and self-motivatedMust possess the highest ethical standards and a commitment to work qualityPlug 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.