Tech Support Specialist

Tech Support Specialist - Electrolyzer Products

Location: The Netherlands

Position Summary

The tech support specialist is responsible for handling support tickets for Plug’s Electrolyzer (ELX) products in Plug’s ELX Support environment. In addition, the tech support specialist is responsible for building and maintaining technical product knowledge to provide world-class technical support to customers. Assisting field personnel in researching, diagnosing, troubleshooting, and identifying solutions to repair ELX Systems is also part of the scope of a tech support specialist.

Core Duties and Responsibilities

• Provide Support in Tier I* (Troubleshooting) and Tier II* (Remote Support)
• Generate new support tickets based on support requests from customers over email or phone
• Maintaining high data quality, content & information standards within support tickets
• Managing communication with customers to resolve the reported issue, including first response
• Formulating a problem definition of the reported issue based on customer input
• Bundling of similar support tickets to ensure cost-effective ticket handling
• Perform root-cause analysis (RCAs) in the ELX Portal to resolve support tickets
• Generate and update problem reports inside tickets
• Build and maintain technical product knowledge internally for all Plug ELX Products
• Act as an ongoing resource to the technician team in the field to help provide technical insights, answer questions, and provide repair instruction
• Initiate the need for new solution articles (e.g. fault handling procedures, service bulletins, etc…)
• Build effective internal relationships with colleagues; work both inter-departmentally and cross-functionally as needed for project assignments.
• Communicate improvements & feedback points to the Digital Operations team to further improve the tech support process.

QHSE

Tasks & responsibilities regarding Quality, Health, Safety and Environment (QHSE)

• Taking training courses.
• Using appropriate personal HSE measures (e.g. Personal Protective Equipment’s).
• Cooperating on quality, health, safety, environment, and security improvements.
• Reporting incidents potential danger, accidents, near misses, damage, fire, and spills.
• Act according to the Company Policy and Code of Conduct.
• Follow Project and Company Q and HSE procedures/work instructions and Policies.
• Reporting and preventing deviations, Non-Conformance , and complaints.

Authorities with regards to HSE

• In case of an acute safety threat, you are required to cease the work activities, notify your manager directly, and follow up on all necessary actions

Level of education/experience

• Bachelor’s degree in engineering (master’s degree preferred)
• Minimum of four (4) years of work experience in a relevant field to this position;
• Prior experience with a customer support platform (e.g. Zendesk, Freshdesk, or any other relevant platform) is highly preferred

Other requirements

• Speak English at a professional level.
• Excellent communication and social skills.
• Willingness to acquire in-depth product knowledge of Plug’s ELX System
• Willingness to travel to Plug’s ELX Test facility in Hengelo, the Netherlands
• Excellent follow-through
• Must be driven and self-motivated
• Must possess the highest ethical standards and a commitment to work quality

Definitions

ELX Support Platform: Plug’s ELX customer support platform provides ticket management, automation, knowledge base, and analytics capabilities to facilitate streamlined service operations.

ELX Portal: Plug’s IoT platform that facilitates remote monitoring, diagnostics & support based on live and historical operational data

Tier I: Resolve the issue through data analysis in the ELX Portal, consultation of solution articles, and closed support tickets in the knowledge base (troubleshooting)

Tier II: Request remote access to the HMI and plan a video call with the client operator to collaboratively resolve the issue with the client operator (remote support)

Tier III: Prepare and schedule a site visit (mobilization)

Tier IV: Issues with fleet-wide / product design impact (escalation)

Remarks

• The educational requirements may not be applicable if the applicant has acquired an equivalent level through experience. 
• Appointment to the next seniority level is decided by the Manager and not automatically given.

Where he is written can be read she and vice versa

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, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other legally protected status.