Customer Reliability Engineer Jobs in Fall River, MA

Senior Product Service & Sustaining Engineer - Electrical

Status: Exempt (Salaried)

Department: Global Service - Service Engineering (Dept. 331)

Position Summary

This Product Service and Sustaining Engineer role, with a specialty in Electrical Engineering topics, will drive design efforts to achieve high operational availability, reliability and low life-cycle maintenance cost of Plug Power Electrolyzer systems during product development and early customer deployments. As a key member of the service engineering team, you will build and maintain expert-level technical knowledge and service material related to product operation, performance, and maintenance to assure service technicians, support personnel, and customers are able to troubleshoot and service Plug's products. You will be responsible for key service deliverables (e.g., Service BOM/Spares List, Corrective and Preventive Maintenance Procedures, Tools & Equipment Definition, Fault Handling Procedures, etc.) during development and early deployments of new products.

This role will also be responsible for the Sustaining Engineering Efforts for the fleet of Electrolyzer systems actively supporting Client operations globally. You will be expected to support both internal and external troubleshooting efforts during operations, Root Cause Analysis (RCA) in the event of equipment failure, and fleet performance in order to maintain Client satisfaction around Key Performance Indicators (KPI). These activities will require inter-departmental collaboration and third-party supplier relationship building to drive design improvement and maintain equipment up-time.

The ideal candidate for this role will have a strong engineering background with applied experience developing and servicing complex electro-mechanical systems, rectifier and transformer packages, medium voltage power systems, large-scale industrial gas plants, or similar types of systems.

Core Duties and Responsibilities

• Lead development and validation of service engineering deliverables during new product development to assure the global services organization and 3rd party partners are prepared to support fielded systems.
• Develop and maintain expert-level technical product knowledge for new products necessary to start-up, operate, troubleshoot, and maintain systems.
• Drive a 'Design-for-Service' mindset throughout the design lifecycle, assuring all maintenance activities can be completed safely and with minimal cost.
• Leverage field experience to provide the 'voice of service', defining reliability and service requirements and assisting with the development and validation of new products.
• Model the expected service costs associated with corrective maintenance, preventive maintenance and inspections of systems and iterate system design with engineering to assure system reliability and service cost objectives are achieved.
• Define maintenance procedures, spares plans, and tools & equipment required to support and service new products.
• Define commissioning procedures for new products in collaboration with product engineering and the commissioning team.
• Lead/assist with root cause analysis and problem resolution efforts using structured methodologies (e.g., Shainin, 8D, DMAIC, etc.) to mitigate customer risks.
• Travel to customer locations to perform technical functions including system testing, validation, troubleshooting, and repair as required; author incident and problem resolution reports; and collaborate with onsite technicians.
• Develop onboard and remote diagnostic and prognostic capability to monitor system operation, identify emerging problems, and determine root cause and appropriate field response.
• Develop and provide technical training to internal staff members including on-site Service Technicians.
• Represent service engineering in customer interactions as needed to meet their expectations related to equipment maintenance and support.
• 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 (10) years of related work experience.
• Experience with medium and/or high voltage systems and/or power electronics preferred. System controls (e.g., PLC, embedded) experience a plus.
• Ability to travel as needed to carry out duties of the position - 30 to 50%, depending on product development program needs.
• Mechanical and electrical system aptitude to understand system operations, diagnose failure modes and causes, and resolve issues.
• Proficiency in analyzing engineering data and troubleshooting operational performance.
• Ability to read and interpret electrical schematics, P&ID drawings, and other related project drawings.
• Superior communication skills.
• Ability to manage complex projects and multi-task effectively.
• Excellent follow-through.
• Must be driven and self-motivated.

Pay Rate:

We offer a fantastic total rewards package at Plug, and a brief summary is below:
Base salary is determined on a number of factors including but not limited to education, experience, skills, and geography. These factors are considered when making an offer of employment. If you are interested in this position, we'd ask that you apply.
The above pay range, may not take into account local geographic pay variations. If there is an applicable geographic differential, a member of the HR team can discuss that with you.
Health, Dental & Vision Insurance eligibility starting from the first day of hire
401(k) with 5% company match
Bonus eligibility
Paid time off including vacation, personal and sick time
Paid Holidays
Wellness Reimbursement Program
Potential to apply for Tuition Reimbursement
Employee Referral program
Employee Assistance Program
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, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status.