Manager, Product Service Engineering - Electrolyzer Infrastructure

Manager, Product Service Engineering

Status: Exempt (Salaried)

Department: Global Services – Sustaining Engineering, Dept. 331

Position Summary

Reporting to the Director of Sustaining Engineering, the Manager of Product Service Engineering will drive sustaining product efforts across Plug’s Electrolyzer and Hydrogen System platforms to achieve continual improvement in operational availability, system reliability, service cost and system performance.  You will be responsive to customer-facing issues and establish a culture of learning across design, supply chain and service organizations to prevent recurrence of field failures.  This role will execute deliverables necessary to assure incident resolution and root-cause analyses are completed in a timely manner, exceeding customer expectations.  In this role you will lead your team as a ‘player-coach’, increasing the overall team capabilities to improve fielded products and respond to customers.

Core Duties and Responsibilities

• Establish, measure and improve key performance indicators for fielded hydrogen and electrolyzer systems.

• Own customer-facing RCA investigations, resolution actions and customer reporting.

• Drive institutional learning from field issues to prevent recurrence via changes to design, manufacturing or service practices.

• Prioritize customer problem sets, establish and meet resolution commitments and provide regular status updates to pedestal customers.

• Baseline fleet reliability (e.g., operational availability, failure intensity), service cost and functional performance (e.g., efficiency); establish improvement objectives; and drive improvement programs to achieve reliability and cost targets.

• Collaborate with product teams to convey field lessons learned and related service and operability requirements for new electrolyzer and hydrogen system development.

• Collaborate with technical services, engineering and other functional teams as needed to provide timely resolution to field incidents affecting customer operations.

• Lead structured problem resolution efforts for field issues to implement permanent corrective actions, solving problems at the root cause level.

• Develop and coordinate the product strategy for fielded hydrogen and electrolyzer systems including retrofit/upgrade strategy, mandatory product inspections and field campaigns to improve reliability, service cost and performance.

• Assure all corrective and preventive maintenance actions can be performed safely with well-defined hazardous-energy isolation procedures and mitigation of job hazard analyses (JHA) risks.

• Lead a structured, interdisciplinary approach for product launch including commissioning procedures/tests, spare parts determinations, maintenance procedures, equipment manuals, and operator/technician training.  

• Anticipate design or schedule risks and initiate plans for alternative actions as needed and rearrange competing priorities to ensure all deadlines are met. 

• Provide ongoing communication and updates to senior leadership regarding development progress and escalate priority issues so that obstacles can be cleared 

• Hire and provide on-going training to a direct team, acting as a resource and mentor for technical guidance

• Manage the team priorities and progress toward goals while developing and growing the team’s capabilities to further support customers.

Education and Experience
 

• BS degree in mechanical, electrical or systems engineering.
• Five (5) or more years of relevant work experience in engineering or industrial services, with demonstrated experience leading others.
• Energetic, detail-oriented leader who can drive results in a high growth environment.
• Strong customer presence with the ability to effectively communicate with diverse audiences and stakeholders at all levels both internally and externally.
• Strong system knowledge and overall understanding of Hydrogen and Electrolyzer systems.
• Demonstrated experience leading incident and problem management efforts cross-functionally within a technical organization and across a diverse customer base.
• Experience implementing practices with an uncompromising dedication to safety.
• Must exhibit a high degree of confidence, motivation and drive.
• Experience driving customer service excellence, quality standards and a learning culture.
• Flexibility to travel periodically for business needs when needed.

• Exempt employees are expected to work as many hours as is necessary to complete their job