Regional Service Manager Job Description Status: Exempt (salaried)Department: Field ServiceLocation: Oregon or Washington StatePosition Summary:The Regional Service Manager (RSM) role leads our service operations team in the field to provide support for our customers and equipment, including hydrogen fuel cell equipment, electrolyzer equipment, high-power stationary equipment, and all related hydrogen infrastructure. The RSM takes responsibility to ensure that all installation, maintenance, and repair services are executed to maintain optimal performance of our install base at client sites. This role establishes a high standard for customer service, while maintaining a strong safety and quality culture within their operation. The RSM must be both a technical subject matter expert on our products and a role model for service excellence. He/she will ensure all ongoing training and development plans of field service personnel within the region are executed upon for continuous improvement. This client facing role is vital in supporting Plug’s strong reputation as an industry leader in the green hydrogen economy. Core Duties and ResponsibilitiesSupport / drive ongoing safety culture and adherence to protocols within the regional operation, including stop work authority (SWA), job hazard analysis (JHA), and controls of hazardous energy (LOTO).Manage daily operations at customer sites within assigned region in support of Plug’s equipment install base.Responsible for ensuring service operation KPI’s are achieved/exceeded through execution against safety, workmanship quality, equipment reliability, equipment availability, and service cost related deliverables.Direct the field service staff through installations, commissioning, maintenance, equipment, and supplier level agreements deliverables are achieved to ensure that client needs and expectations are met / exceeded.Provide day to day guidance and direction to field service technicians staff to deliver for clients; make hydrogen easy for our customer base.Develop strong cross-functional relationships with peers and stack holders, including environmental health and safety (EHS), account management, engineering, and manufacturing departments to achieve company goals.Regularly engage with client stakeholders to maintain strong customer relationships and high levels of customer satisfaction through optimization of our equipment performance within the client’s operation.Partner with account management in support of customer engagement when new sale opportunities surface. Be an advocate for the Plug products and service solutions.Ensure appropriate resources are allocated to tackle open service-related items and keep customer fleets performing at their optimal levels.Maintain budgetary controls and optimize operational cost structure, including maintaining technician utilization at target level, prudent use of overtime, travel expense, and other site level operational expenses.Maintain oversite of employee performance through recognition of high performers, employee development, and employee engagement.Conduct employee performance management activities, including evaluation of employee performance through step pay program and handling performance related concerns in partnership with Senior HR field service partner.Assist HR colleagues with hiring efforts, conducting interviews of prospective employees, support new hire onboarding process, and develop training plans for new technicians to prepare them for support of client operations.Always represent Plug in a professional manner and in all interactions.Education and ExperienceBachelor’s degree in an Engineering related field, business, or other applicable field of study.Five (5) or more years of related work experience; experience with regional service management and team supervision is highly preferred.Ability to travel as needed to carry out duties of the position – up to 100%.Highly adept leadership qualities to establish pillars of team performance and high morale within the team.Uncompromising dedication to customer satisfaction and service excellence.Demonstrated analytical abilities with strong attention to detail.Superior communication and influencing skills at all levels.Proficient with Microsoft Office software applications.Must have strong data analytical skills and ability utilize data in to drive operational decisions.Ability to manage complex projects and multi-task effectively.Ability to role model high standards of ethics and professionalism. Must be driven and self-motivated.Pay Rate:$86,815.00 - $138,904.00We offer a fantastic total rewards package at Plug:Health, Dental & Vision Insurance eligibility starting from the first day of hire.Paid time off including vacation, holidays, personal time, and sick time.401(k) with 5% company matchBonus eligibilityWellness Reimbursement ProgramPotential to apply for Tuition ReimbursementEmployee Referral programEmployee Assistance ProgramPlug 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.
View Original Job Posting