Director Of Service
Plug Power Inc. - Latham, NY

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JOB SUMMARY

The Director of Service is responsible for cultivating key customer relationships, developing the strategy for a rapidly growing customer fleet, and managing an aftermarket service and support team.

PRINCIBLE ACCOUNTABILITIES

1. Continue to improve uptime availability beyond 98% for more than 4,000 fielded units.

2. Establish year after year reductions in the cost of maintaining our products in the field.

Required Skills ESSENTIAL FUNCTIONS

  • Maintain communication with key customer personnel regarding aftermarket support of fuel cells and overall site performance.
  • Support sales team in new maintenance contract negotiations for future sites.
  • Manage an existing team of regional service managers responsible for 50+ technicians.
  • Develop a strategy to improve the utilization of our field technicians to cover more units per technician.
  • Establish consigned inventory levels to ensure fleet uptime while minimizing overall inventory liability.
  • Support development of a world class training program for our technicians and 3rd party service providers.
  • Continue to improve the quality of our units by providing guidance to engineering and manufacturing as to the priority of failures that need to be addressed.
  • Manage the customer service department to ensure a positive experience for anyone calling for support.
  • Oversee the deployment of units and ensure flawless execution of new site startups.
  • Perform other duties as assigned.
  • Required Experience

    EDUCATION AND EXPERIENCE

  • Minimum of BA/BS. MBA/MS preferred.
  • A minimum of 10 years proven experience managing a significant North American fleet.
  • Perseverance in building and maintaining customer relationships over time.
  • Excellent presentation and communication skills
  • Ability to quickly understand complex systems and learn key component characteristics / interactions.
  • Capacity to balance multiple projects / priorities to completion.
  • Ability to work under tight deadlines
  • Willing and able to travel

  • Plug Power Inc. - 13 months ago - save job