Lead Field Service Technician- Amazon HSV- Madison, AL

Field Service Technician I, Lead-Amazon HSV2
- Madison, AL

Status:
Non-Exempt (hourly)

Department:
Field Service

The Field Service Technician will support our fuel cell products currently installed in electric lift trucks, including performing preventative maintenance and resolving breakdowns. This person will be responsible for servicing fuel cells at a specific location, reporting breakdown events, ordering parts, and maintaining fuel cells at that location. The role involves exposure to customer personnel and electric lift truck operators, requiring excellent technical, communication, interpersonal, and motivational skills.

• Maintain and service fuel cells at customer sites.
• Perform diagnostics, troubleshooting, and fleet evaluations at a specific location.
• Execute specialized service procedures, including field retrofits and software/hardware upgrades to existing fuel cells.
• Provide emergency support service to customers as required.
• Purchase tools, equipment, and parts for customer service and support.
• Troubleshoot and maintain high‑pressure hydrogen storage, delivery, and fueling systems (if required).
• Communicate with customer personnel and hydrogen suppliers regarding aftermarket support.
• Provide regular feedback to regional service representatives on fuel cell performance and field maintenance issues.
• Complete administrative duties and documentation, including incident reports, service logs, inventory maintenance, and site/system documentation.
• Enforce safety procedures in the field or customer sites.
• Travel as required for business needs; drive safely and adhere to all traffic laws.
• Represent Plug Power professionally at all times and in all interactions.
• Perform additional duties as assigned.

• Minimum high school diploma or equivalent with technical electrical coursework.
• Three or more years of direct experience in mechanical and electrical troubleshooting.
• Formal training and education may be considered in lieu of direct experience.
• Valid driver license, clean driving record, and ability to safely operate a motor vehicle.
• Ability to lift 50 pounds unassisted on a regular basis.
• Knowledge of lift truck operation and applications is highly preferred.
• General mechanical aptitude is required.
• Computer and software systems skills (Word, PowerPoint, Excel, Outlook).
• Dynamically interpersonal skills and effective communication with diverse audiences and stakeholders at all levels.
• Excellent verbal and written communication skills.
• Creativity in solving technical problems.
• Ability to work independently.
• Uncompromising dedication to quality.
• Exceptional time management skills to handle multiple tasks.
• Promptness and reliability.
• Technician must provide own standard tool set; specific fuel cell tools are supplied by Plug Power.

• Lead Technicians must ensure site truck availability at designated customer sites.
• Plug Power’s weekly availability target is 99% or greater.
• Availability requirements are determined by contractual obligations for each site and may vary throughout the year.

Site Evaluation Score: Site evaluations are conducted quarterly. Lead Technicians must achieve an average or excellent score.

Lead Technicians are also expected to maintain ownership of performance at assigned sites, including accurate inventory maintenance and 5S standards.

• Maintain hydrogen system pressure >5,000 psi at all specified sites.
• Manage preventative maintenance schedules to keep hydrogen systems in service.
• Assign audits and inspections among technicians and ensure successful performance of all products and systems.
• Ensure daily pad inspections are completed and work orders entered for identified deficiencies.
• Certify that efficiency audits are completed monthly or as required.

• Communicate regularly with the customer, representing Plug Power professionally at all times.
• Proactively communicate with the Regional Service Manager when issues arise.
• Support regular meetings with the customer point of contact, ensuring Beginning‑of‑Day or End‑of‑Day reports are sent daily.
• Communi…