Field Service Technician I, Lead
Status: Non-Exempt (hourly)
Department: Field Service
Position Summary
The 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 Responsibilities
- Maintenance 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 laws
- Represent Plug Power in a professional manner at all times and in all interactions
- Perform other duties as assigned.
Education and Experience
- Minimum high school diploma or equivalent with technical electrical coursework
- Three (3) or more years of direct experience in mechanical and electrical troubleshooting
- Formal training and education may be also considered in lieu of direct experience
- Must possess a valid driver license, a clean driving record, and the ability to safely operate a motor vehicle
- Must be able to lift 50 pounds on regular basis unassisted
- Knowledge of lift truck operation and applications is highly preferred
- General mechanical aptitude is required
- Computer and software systems skills as applicable to position including but not limited to: Word, PowerPoint, Excel, and Outlook
- Dynamic interpersonal skills and the ability to effectively communicate with diverse audiences and stakeholders at all levels
- Excellent verbal and written communication skills
- Creativity in solving technical problems
- Ability to work independently
- Uncompromising dedication to quality
- Exceptional time management skills with the ability to handle multiple tasks
- Punctual and reliable
- Technician must provide own standard set of tools – specific fuel cell tools to be provided by Plug Power
Step 1 Requirements
Technical Requirements
- All 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 Requirements
- Shows a willingness to grow and learn; is accepting of training and coaching
- Employee consistently demonstrates punctuality and reliability
- Consistently displays a positive and cooperative attitude
- Team player who treats others with courtesy and respect at all times
- Strong communication skills including verbal and written abilities
- Customer service skills, representing PLUG in a professional manner at all times
- Honesty and integrity in all facets of work
- Role models safe work habits and consistently adheres to all safety standards in performance of jo duties
- Demonstrates adherence to all Field Service processes and procedures
Step 2 Requirements
Technical Requirements
- How 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 Requirements
- Excellent task-oriented follow-through
- Uses time productively and finds opportunities to make helpful contributions; even during low volume repair periods
- Practices and exhibits 5S standards
- Communicates effectively to RSR and RSM level, ensuring management chain is kept informed of site level matters as needed
- Willing and able to respond to off-shift needs
Lead Requirements
Technical Requirements
Site 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 greater
- Specific 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 maintenance
- Preserves 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 Requirements
Customer & 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.
