Resource Regional Service Representative
Baltimore, MD 
Posted 20 days ago
Job Description

Resource Regional Service Representative

Status: Exempt (salaried)

Department: Field Service

Locations: Mid- Atlantic ( NJ, MD, NC, PA, VA)

Position Summary

The Regional Service Representative plays a critical role for the organization. This position is responsible to support the technical needs of customer sites in the field through the installation and after-market support of GenDrive fuel cell units and GenFuel hydrogen utility infrastructure. As such, travel is a large component of this position (up to 100%) to serve various customer sites across the United States. The role requires highly adept technical and troubleshooting skills both with electro-mechanical and industrial gas systems. The Regional Service Rep is instrumental in role modeling high standards of customer service and technical excellence. The RSR is also called upon to help train and develop more junior team members such as Field Service Technicians assigned to specific customer sites. The RSR assists the Field Service managerial team with performance measurement of team members including recognition and disciplinary matters as required. The RSR also provides a critical interface to Plug Power customer stakeholders and is looked upon to be an ambassador for Plug Power in the field. This role is vital to supporting the strong reputation for the reliability of Plug Power technology as well as furthering the Company's reputation as a dedicated service partner to customers.

Core Duties and Responsibilities

  • Performing detailed surveys of customer sites and lift truck fleets.
  • Maintenance and service of fuel cells at customer sites.
  • Perform remote diagnostics, troubleshooting, and evaluations to provide direction to customer service support personnel.
  • Perform specialized service procedures including field retrofits, software and hardware upgrades to existing fuel cells.
  • Providing emergency support service to customers as required.
  • Training and supervising other personnel on troubleshooting, maintenance and service of fuel cells.
  • Provide customer training on the use of fuel cells in lift trucks.
  • Purchase tools, equipment and parts for customer service and support as required.
  • Troubleshooting and maintenance of high-pressure hydrogen storage, delivery and fueling systems.
  • Perform special assignments including laboratory testing, field readiness demonstration testing, and marketing trade show support.
  • Maintaining ongoing communication with customer personnel regarding aftermarket support of fuel cells and hydrogen infrastructure.
  • Provide regular feedback to company management regarding fuel cell performance and field maintenance issues.
  • Complete administrative duties & documentation including expense reports, mileage logs, site and system documentation.
  • Exhibit and enforce safety procedures in the field and at customer sites.
  • Represent Plug Power in a professional manner at all times and in all interactions.
  • Perform all other duties as assigned.


Education and Experience

  • Associates degree or vocational degree in engineering, electronics, or other applicable field of study
  • Will consider high school diploma and 3+ years of experience in lieu of above degree requirement
  • Experience in a supervisory position highly preferred
  • Ability to travel as needed to carry out duties of the position - up to 100%
  • Electrical and mechanical troubleshooting and repair skills
  • General knowledge of lift truck usage and operation
  • Uncompromising dedication to customer service excellence
  • Demonstrated analytical abilities with strong attention to detail
  • Superior communication skills
  • Proficient with Microsoft Office software
  • Ability to manage complex projects and multi-task effectively
  • Ability to role model high standards of professionalism
  • Excellent follow-through
  • 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 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.

"Plug Power Inc. prides itself on being an Equal Employment Opportunity (EEO) Employer. Neither the Company, nor any of its representatives, will discriminate against an applicant for employment or an employee because of race, creed, color, religion, sex, sexual
orientation, gender identity, transgender status, national origin, ancestry, age, physical or mental disability, genetic information, predisposition or carrier status, marital or familial status, domestic violence victim status, military or veteran status, known relationship or association with any member of a protected class, or any other characteristic protected under applicable law. "


Job Summary
Start Date
As soon as possible
Employment Term and Type
Regular, Full Time
Required Education
High School or Equivalent
Required Experience
3+ years
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