Product Service & Sustaining Engineer

Product Service & Sustaining Engineer - H2 Systems

Position Summary

This Product Service and Sustaining Engineer role will drive design and product improvement efforts to achieve high operational availability, reliability and low life-cycle maintenance cost of Plug Power hydrogen infrastructure products. This role bridges engineering, field operations, and customer support, ensuring reliable performance, maintainability, and continuous improvement of systems across their lifecycle. The ideal candidate brings a multidisciplinary background spanning electrical systems, controls, and mechanical engineering, along with strong problem-solving and cross-functional collaboration skills.

Examples of equipment in the scope of this role include but are not limited to liquid hydrogen storage tanks, cryogenic pumps, vaporizers, diaphragm and piston compressors, pressure vessels, pneumatic valves, electrical control cabinets, PLCs, and process safety equipment (PSVs, flame detectors, gas detectors).

Core Duties and Responsibilities

* Build and maintain technical product knowledge

* Develop and release service engineering deliverables to support maintenance, commissioning, monitoring & diagnostics, operations, and service cost estimation for new product introductions

* Ensure serviceability, reliability, and lifecycle cost considerations are integrated into product design and release processes

* Collaborate with vendors, development engineering, and supply chain teams to investigate and resolve system and component failures

* Perform root cause analysis using 8D problem solving methodology and drive corrective and preventive actions

* Develop, release, and execute field design changes, retrofits, and product improvement programs

* Maintain configuration control and ensure proper documentation of updates across installed base

* Apply and drive the Management of Change (MOC) process to ensure all design and field changes are properly assessed, approved, documented, and communicated across stakeholders

* Support customer escalations with timely technical analysis and resolution plans

* Act as a technical liaison during commissioning activities, working closely with customers, field technicians, and subject matter experts

* Establish and maintain warranty disposition criteria and processes

* Analyze warranty data and field performance trends to inform design improvements and cost control strategies

* Collaborate directly with customers to provide product KPIs, incident management updates, and progress on improvement initiatives

* Communicate technical issues, resolutions, and reliability improvements in a clear and structured manner

* Travel to customer locations to perform technical functions including repair and troubleshooting as required; author incident reports and communicate with onsite personnel

* Develop and provide technical training to external clients and internal staff members including on- site Service Technicians

* Write and execute test plans for system level component diagnostics and reliability improvements

* Provide 2nd and 3rd tier engineering technical support as needed

* Build effective internal relationships with colleagues; work both inter-departmentally and cross- functionally as needed for project assignments

* Manage project assignments with a focus on delivering high caliber results in a timely fashion

* Maintain an understanding of high priority engineering projects; be prepared to contribute as needed to priority projects

* Represent Plug Power in a professional manner in all interactions; support the philosophy of the organization to provide high-performing technology to maximize customer satisfaction

* Use expert level knowledge of change processes, documentation practices, safety protocols, and analytical tools to drive changes through the company.

* Exempt employees are expected to work as many hours as is necessary to complete their job responsibilities. This may require they work more than eight hours a day and more than five days or 40 hours per week

* Perform other duties as assigned

Education and Experience

* Bachelor's degree in electrical, mechanical, systems or controls engineering.

* Five (5) to ten…