Job Description

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

Regional Service Manager – revised 02/20/2020

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• 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 within a timely manner to address open items and keep customer fleets performing at their optimal levels
• Devise a mechanism of tracking unit and H2 infrastructure performance at customer sites; communicate performance themes internally to support ongoing improvement
• Manage activities within region with a fiscal prudence and budgetary focus
• Drive 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 rules
• Devise 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 necessary
• Lead performance management activities including preparation of performance evaluations, handling of disciplinary matters, and others as necessary by partnering with

HR

• Assist HR colleagues with hiring efforts affecting the team; support the proper onboarding and training of new hires to help ensure their success
• Represent Plug Power in a professional manner at all times and in all interactions
• Perform all other duties as assigned

Education and Experience

• Bachelors degree in Engineering, Business, or other applicable field of study
• Five (5) or more years of related work experience; experience with regional management and team supervision is highly preferred
• Ability 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 morale
• Uncompromising dedication to customer service excellence
• Demonstrated analytical abilities with strong attention to detail
• Superior communication skills
• Proficient with Microsoft Office software
• Ability to manage complex projects and multi-task effectively
• Ability to role model high standards of professionalism
• Excellent follow-through
• Must be driven and self-motivated
• Must possess the highest ethical standards and a commitment to work quality

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