Lead Field Service Technician- Amazon DCA6- Baltimore, MD

About the Role

The Field Service Technician will support fuel cell products installed in electric lift trucks, performing preventative maintenance and resolving breakdowns. This role involves servicing fuel cells at a specific customer location, reporting breakdown events, ordering parts, and maintaining fuel cells. The position requires excellent technical, communication, interpersonal, and motivational skills due to frequent interaction with customer personnel and lift truck operators.

Responsibilities

• Maintenance and service of fuel cells at customer sites.
• Performing diagnostics, troubleshooting, and evaluations to maintain the fleet.
• Conducting specialized service procedures, including field retrofits and software/hardware upgrades.
• Providing emergency support service to customers as required.
• Purchasing tools, equipment, and parts for customer service and support.
• Troubleshooting and maintaining high-pressure hydrogen storage, delivery, and fueling systems (as required).
• Maintaining ongoing communication with customer personnel and hydrogen suppliers regarding aftermarket support.
• Providing regular feedback to regional service representatives on fuel cell performance and field maintenance issues.
• Completing administrative duties and documentation, including incident reports, service logs, inventory maintenance, and site/system documentation.
• Exhibiting and enforcing safety procedures at customer sites.
• Traveling as required for business needs, adhering to traffic laws and driving safely.
• Representing Plug Power professionally in all interactions.
• Performing other duties as assigned.

Requirements

• Minimum high school diploma or equivalent with technical electrical coursework.
• Three or more years of direct experience in mechanical and electrical troubleshooting (formal training may substitute for experience).
• Valid driver’s license, clean driving record, and ability to safely operate a motor vehicle.
• Ability to lift 50 pounds unassisted on a regular basis.
• Knowledge of lift truck operation and applications (highly preferred).
• General mechanical aptitude.
• Proficiency in computer and software systems (Word, PowerPoint, Excel, Outlook).
• Dynamic interpersonal skills and ability to communicate effectively with diverse audiences.
• 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.
• Punctuality and reliability.
• Must provide own standard set of tools (specific fuel cell tools provided by Plug Power).

Step 1 Requirements

Technical Requirements

• Complete all necessary onboarding and customer site training (outlined on LMS training site).
• Create work orders, order parts, and properly close-out work orders (OJT).
• Effectively utilize email, text alerts, expense system, service portal, and other required systems (OJT).
• Understand and demonstrate use of a multimeter (OJT).
• Send accurate daily Beginning of Day (BOD) and End of Day (EOD) reports (OJT).
• Appropriately escalate issues to tech support and management when needed (OJT).
• Understand and 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

• Willingness to grow and learn; accepting of training and coaching.
• Consistent punctuality and reliability.
• Positive and cooperative attitude.
• Team player who treats others with courtesy and respect.
• Strong communication skills, both verbal and written.
• Professional customer service skills, representing Plug Power at all times.
• Honesty and integrity in all facets of work.
• Role models safe work habits and adheres to all safety standards.
• Adherence to all Field Service processes and procedures.

Step 2 Requirements

Technical Requirements

• Check floating and isolated grounds (OJT).
• Attend and participate in Field Service Technical Training Program (e.g., Romeoville, IL).
• Ability to replace a stack on various GenDrive models (OJT).
• Lockout-Tagout (LOTO) Hands On (OJT).
• Understand and demonstrate how to receive/ship batteries and parts (OJT).
• Ability to remove and replace fueling nozzle (OJT).
• Understand and demonstrate how to hook up and use HPTT (OJT).
• Understand and demonstrate how to replace wearable components (e.g., valves) on H2 systems (OJT).
• Capable of resetting 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 contribute, even during low-volume repair periods.
• Practices and exhibits 5S standards.
• Effectively communicates with Regional Service Representatives (RSR) and Regional Service Managers (RSM).
• Willing and able to respond to off-shift needs.

Lead Requirements

Technical Requirements

• Ensure site truck availability at designated customer sites, with a weekly target of 99% or greater.
• Maintain site evaluation scores of average or excellent (evaluations completed quarterly or more frequently).
• Ownership of performance at assigned customer site(s), including accurate inventory maintenance and 5S standards.
• Maintain hydrogen system pressure metric of >5,000 psi at all times.
• Manage preventative maintenance schedule for hydrogen systems.
• Assign audits and inspections among technicians to ensure successful performance of all products and systems.
• Ensure daily pad inspections are completed and work orders are entered for identified deficiencies.
• Certify efficiency audits are completed monthly or as required.

Non-Technical Requirements

• Regularly communicate with customers, representing Plug Power professionally in all interactions.
• Proactively communicate with Regional Service Manager to elevate concerns.
• Support regular meetings with customer Point of Contact (POC), ensuring BOD/EOD reports are sent daily.
• Communicate work priorities, status of downed units, H2 system updates, and schedules between shifts.
• Mentor technicians at the site, including training on site-specific policies and providing technical guidance.
• Lead by example and encourage professional, positive communications.
• Regularly update Resource Managers and Regional Service Managers.

Pay

$24.50 - $25.50 per hour. Base salary is determined by factors including education, experience, skills, and geography. Local geographic pay variations may apply.

Benefits

• Health, Dental, and Vision Insurance (eligibility starts on the first day of hire).
• 401(k) with 5% company match.
• Bonus eligibility.
• Paid time off, including vacation, personal, and sick time.
• Paid holidays.
• Wellness Reimbursement Program.
• Tuition Reimbursement (potential to apply).
• Fertility and Family Building Benefit.
• Employee Referral Program.
• Employee Assistance Program.