Regional Service Manager

Status: Exempt (salaried)

Department: Service
 

Position Summary

The Regional Service Manager is a key ambassador to our fuel cell system customers in the field. The RSM takes ultimate responsibility to ensure that a high-level of service is provided to support our customer sites and maintain the functionality of their installed fleet of Plug Power units. This role must set extremely high standards for customer service while working to embed this mindset within the performance output of direct report team members. The RSM must be both a technical subject matter expert and a role model for Plug Power’s customer relationship building. The RSM must also ensure the ongoing training and development of their team members both in their technical acumen and their customer service approach. 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

• Provide oversight and management to customer sites within assigned region as related to the servicing of Plug Power fuel cell units and Hydrogen infrastructure systems
• Responsible for ensuring business KPI’s are met and overseeing all aspects of site execution including establishing and maintaining EHS requirements, delivering reliability goals for customers as well as managing each customer site to financial profitability.
• Direct the field service staff through installations, diagnostics, troubleshooting, evaluations, retrofits, and contracted maintenance work to assure that quality and financial deliverables are met
• Provide overall guidance and direction for the activities of Regional Service Representatives and Field Service Technicians within assigned region; focus upon establishing a strong EHS culture as well as technical excellence and outstanding customer service skills within the team
• Develop strong cross-functional relationships with internal colleagues such as sales, engineering, production, and other such team members to help support seamless communication amongst departments while also working in concert to achieve Company goals
• Regularly engage in communication with stakeholders at customer sites to understand their needs; address concerns as needed to maintain their complete satisfaction and help them maximize the efficiency of their operation
• Help to grow existing customer relationships by ensuring their complete satisfaction with product performance and the Plug Power service model; partner with sales as necessary when growth opportunities are presented
• Maintain an ongoing understanding of open service issues within the region at customer sites; ensure that appropriate resources are allocated …