Director, Field Services

Status: Exempt (salaried)

Department: Field Service

Position Summary

The Service Director will be responsible for developing and executing an operational strategy in order to provide best in class service for Plug Power’s hydrogen fuel cell and infrastructure product customers. This position will supervise a staff of Regional Service Managers as they fulfill fuel cell installation and field maintenance contracts for both new and existing customers. This position will require a high degree of technical expertise, customer service skills, and managerial adaptability. This individual will be responsible for projecting the company’s image to our customers and partners, developing productive and reliable workforces, and moving our service staff towards increased efficiency. The ideal candidate for this position is someone with experience building and modernizing a technical field service organization.

Core Duties and Responsibilities

• Cultivates business relationships with key customer stakeholders to better understand their service needs, manage SLA expectations, and act as an escalation point for any customer concerns.
• Uses knowledge of customer needs, service processes, and Plug products to drive continuous improvement. Able to challenge the status quo in order to evolve and improve the service organization.
• Identifies and removes barriers to success for the regional service teams.
• Fosters a high-performance culture with an emphasis upon continual improvement in both technical processes and customer service output.
• Drives a culture focused on safety, integrity, and compliance.
• Develops and maintains a thorough understanding of Plug’s technology solutions, key performance requirements, servicing protocol and current performance trends in the field.
• Provides managerial decisions in all issues affecting the field services team, including, but not limited to, staffing, goal setting, performance management, training support, and assignment of projects and tasks.
• Assures that customers are properly trained in the operation of Plug Power equipment.
• Maintains open communication with customers after installation and ensures the optimum performance of Plug Power products wherever possible.
• Acts as a collaborative partner to the sales, manufacturing and engineering organizations with the Company; align strategies which help to grow revenue and solidify the performance and reliability of Plug technology solutions in the field.
• Directs field service team through installations, diagnostics, troubleshooting, evaluations, retrofits, and contracted maintenance work to assure that all quality and financial deliverables are met.
• Represents Plug Power in a professional manner at all times and in all interactions.
• Performs all other duties as assigned.

Education and Experience

• BS degree in engineering, business or other applicable field of study, or we will accept an associate’s degree in a business or technical field with 2 additional years of relevant experience.
• Seven (7) or more years of total experience in a service, field maintenance, engineering, or related role with at least three (3) years of experience leading or supervising direct reports.
• Ability to travel as needed, up to 50%.

Desired Experience

• Experience being the point of contact with external customers.
• Robust electromechanical troubleshooting and repair experience.
• Knowledge of the material handling industry or with hydrogen products.
• Previous management experience leading, mentoring, and developing manager or supervisor level direct reports.
• Ability to effectively communicate with diverse audiences and stakeholders at all levels both internally and externally.
• Proven ability to successfully develop technical solutions in a variety of environments while taking into account a multitude of constraints.
• History of cultivating strong teams with high morale and unification of purpose.
• Possess financial acumen in areas including, managing cost tracking, budgeting, and forecasting.
• Ambassador for customer service excellence and quality standards.
• Demonstrated analytical abilities with strong attention to detail.
• Superior written and verbal communication skills.
• Proficient with Microsoft Office software.
• Ability to role model high standards of professionalism.
• Excellent follow-through.
• Must be driven and self-motivated.