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 systemsResponsible 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 metProvide 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 teamDevelop 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 goalsRegularly 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 operationHelp 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 presentedMaintain an ongoing understanding of open service issues within the region at customer sites; ensure that appropriate resources are allocated within a timely manner to address open items and keep customer fleets performing at their optimal levelsDevise a mechanism of tracking unit and H2 infrastructure performance at customer sites; communicate performance themes internally to support ongoing improvementManage activities within region with a fiscal prudence and budgetary focusDrive a culture of safety within direct report team and role model safe work habits at all times; ensure training of team members relating to all relevant safety protocol and support adherence to all customer site safety rulesDevise solutions to provide effective and ongoing performance management including the recognition of high performers and the support of their development while also providing the necessary coaching for issues of low performance within the team; partner with HR as necessaryLead performance management activities including preparation of performance evaluations, handling of disciplinary matters, and others as necessary by partnering with HRAssist HR colleagues with hiring efforts affecting the team; support the proper onboarding and training of new hires to help ensure their successRepresent Plug Power in a professional manner at all times and in all interactionsPerform all other duties as assigned
 

Education and Experience

Bachelors degree in Engineering, Business, or other applicable field of studyFive (5) or more years of related work experience; experience with regional management and team supervision is highly preferredAbility to travel as needed to carry out duties of the position – up to 100%Highly adept leadership qualities to establish pillars of team performance excellence and build team moraleUncompromising dedication to customer service excellenceDemonstrated analytical abilities with strong attention to detailSuperior communication skillsProficient with Microsoft Office softwareAbility to manage complex projects and multi-task effectivelyAbility to role model high standards of professionalismExcellent follow-throughMust be driven and self-motivatedMust possess the highest ethical standards and a commitment to work quality
 

Pay Rate:

$96,800.00 - $154,900.00

We offer a fantastic total rewards package at Plug, and a brief summary is below:
✓Base salary is determined on a number of factors including but not limited to education, experience, skills, and geography. These factors are considered when making an offer of employment.  If you are interested in this position, we’d ask that you apply.
✓The above pay range, may not take into account local geographic pay variations. If there is an applicable geographic differential, a member of the HR team can discuss that with you.
✓Health, Dental & Vision Insurance eligibility starting from 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
✓Potential to apply for Tuition Reimbursement
✓Employee Referral program
✓Employee Assistance Program  
Plug Power Inc. is committed to creating a diverse environment and is proud to be an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.