The NorthWest US Regional Field Service Manager will provide oversight and coordination for the region. This includes planning and implementation of service activities. This includes generating service requirements, service plans, and all existing product service documentation. This manager acts as a bridge to corporate HQ by reporting reliability and maintenance operations and developing service strategies. This manager will be responsible for providing exceptional customer service and must have the ability to travel as needed.
Role and Responsibilities:
- Manage growing installed fleet and Field Service Technicians both tactically and strategically to ensure the best possible customer service
- Communicate with direct reports to set employee goals and objectives, develop staff, and provide performance feedback.
- Hire and train staff as needed.
- Overseeing service requirements, service plans, and commissioning new installations to extended service coverage
- Managing field projects including site and system upgrades, and special projects
- Ensure Field Service personnel are trained appropriately for existing and new product systems
- Provides managerial support to Field Service Technicians, coordinate technical support personnel to aid in diagnosing, troubleshooting, repairing and debugging complex fuel cell systems
- Responds to situations where first-line and second-line field service support has failed to isolate or correct problems in malfunctioning equipment or software
- Reports design, reliability and maintenance problems or issues to Product Support, Engineering, and/or Quality
- Ensure a successful customer experience with timely communications
- Ensures the implementation of Engineering Change Notifications (ECN's), Product Deviations, best practices, Safety Notices, and upgrades.
- Must be available to work on multiple projects at various, unscheduled and unanticipated sites throughout the region.
- The Regional Field Service Manager works under general supervision of the Field Service Director
- Works with FSOps/Supply Chain to help set-up and maintain depot spare parts stocking levels
- Support Service activities in emerging markets both foreign and domestic to ensure Field Service operations are successful
- Use diagnostic tools to identify trends and anomalies in payroll data
- Collects data for tracking the department’s core metrics: First Time Fix Rate, Mean Time To Repair
- May perform other duties as assigned
Required Skills and Experience:
- Bachelor’s degree preferred
- 8+ years industry experience
- 2+ years of experience as a high functioning supervisor of 5 - 30 employees
- Understanding of fuel cell operation
- Strong understanding of requirements of working safely in large power plants
- Advanced proficiency in AC & DC technology
- Strong mechanical aptitude and troubleshooting skills; understanding of mechanical systems, piping, plumbing and valve operation preferred
- Highly motivated and able to work independently
- Demonstrated self-initiative and sound judgment
- A team player who exhibits a high level of integrity and professionalism
- Ability to communicate with all levels within the organization in a verbal and written manner
- Highly customer-focused (both externally and internally)
- Time management & organization skills
- Solid decision making & critical thinking
- Attention to detail
- Analytical skills
- Provide remote and on-site technical support for internal and external customers in the installation, operation, upgrade, diagnosis, repair, and application of Solid Oxide Fuel Cells
Desired Skills and Experience:
- 5 years of Field Service and related high-level supervisory experience that supports installation, commissioning, and troubleshooting of electrical generation equipment
- Experience in communicating customer issues and solutions and effective verbal and written customer and internal communications
- Solid background in process development and process refinement
- Ability to create articulate and concise written documentation
About Bloom Energy:
Bloom Energy’s mission is to make clean, reliable energy affordable for everyone in the world. The company’s product, the Bloom Energy Server, delivers highly reliable and resilient, always-on electric power that is clean, cost-effective, and ideal for microgrid applications. Bloom’s customers include many Fortune 100 companies and leaders in manufacturing, data centers, healthcare, retail, higher education, utilities, and other industries. For more information, visit
www.bloomenergy.com
Bloom Energy is an equal opportunity employer and makes employment decisions on the basis of merit. We are committed to compliance with all applicable laws providing equal employment opportunities. All qualified applicants, will receive consideration for employment without regard to race, sex, color, religion, national origin, protected veteran status, or on the basis of disability. Bloom Energy makes reasonable accommodations, consistent with applicable laws, for the known physical or mental limitations of an otherwise qualified applicant or employee with a disability, who can perform the essential job functions, unless undue hardship would result.
Salary Ranges:
$108,200.00 - $155,800.00
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