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.
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.
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.
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. - 16 months ago