Job Title

Technical Support SpecialistStatus: Exempt (Salaried)Department: Global Services / Service Engineering / Technical Services, Dept. 331Position SummaryPlug Power Inc. is committed to providing best-in-class technical support for our products to our global customer base on a 24/7 basis. The Technical Support Specialist is a subject matter expert for troubleshooting and maintenance of Plug Power's products - Electrolyzer, Hydrogen Storage & Dispensing Infrastructure and Stationary/Motive Fuel Cell Systems. Responsibilities of this role include monitoring system performance via SCADA, handling support tickets and customer calls within the established product support environment and resolving issues with fielded systems. In addition, the technical support specialist is responsible for developing and maintaining technical product knowledge documents to provide world-class technical support to customers and field personnel servicing Plug products. The ideal candidate for this role will possess a vast array of technical knowledge related to Plug Power's product line and can effectively transfer that knowledge to others with various levels of skill and experience.Core Duties and ResponsibilitiesProvide technical support by assisting customers and Plug field personnel in researching, diagnosing, troubleshooting and identifying solutions to repair hydrogen infrastructure systems.Prioritize support requests by severity and customer impact and drive resolution of field issues with expected urgency. Escalate matters when required to ensure proper attention is given to critical vestigate failure incident root cause and support problem resolution.Drive improvement of Plug infrastructure products by initiating, testing and verifying hardware, software and document (e.g., service bulletins, procedures, parts lists) changes.Build and maintain technical knowledge for all Plug Electrolyzer, Hydrogen Storage & Dispensing and Fuel Cell Systems through training, documentation review and applied field experience.Operate infrastructure equipment remotely and on-site at customer and internal test facilities.Ensure accurate, clear, high-quality and complete information is documented in support tickets, solution articles and fault-handling municate and implement improvements to the technical support process, digital platforms and tools to drive a world-class support offering to external and internal customers.Support new site installations as needed; help to provide end-user technical instruction.Improve procedures and training materials for end customers and field service technicians.Travel to customer locations to perform technical functions including troubleshooting and repair and troubleshooting; author incident reports commensurate with technical repairsBuild effective internal relationships with colleagues around the world; work both inter-departmentally and cross-functionally as needed for project assignments.Partner with engineering, operations and other internal teams to communicate relevant technical issues, helping to make design and operational improvements across the businessBe available to work a variety of shifts or times. This is a 24-hour, 7-days/week ply with all environment, health and safety (EHS) requirements such as training, personal protective equipment (PPE) use and incident reporting.Perform other duties as assignedEducation and ExperienceSecondary vocational (MBO-4), Associate's or Bachelor's degree (HBO, WO) required in relevant field (e.g., process technology, automotive technology, automation and controls, engineering, oil & gas, maritime technology).Minimum of three (3) years of related work experienceHigh level of skill with mechanical systems installation, troubleshooting, and repairAbility to diagnose system failures and isolate root cau