Service Efficiency Manager

Manager, Service Efficiency

Status: Exempt (salaried)

Department: Service Programs

Position Summary

The Manager, Service Efficiency will play a critical role in enhancing organizational efficiency and effectiveness by identifying and implementing process improvements. Their expertise will be essential in analyzing existing workflows, identifying bottlenecks, and implementing solutions to streamline processes and drive operational excellence in field services. They will collaborate with cross-functional teams to ensure the successful execution of process improvement initiatives. This role is vital to supporting the strong reputation for the reliability of Plug technology as well as furthering the company’s reputation as a dedicated service partner to customers.

Core Duties and Responsibilities

• Look at analytics and process implementations to assist the field service directors, service managers, and technicians to meet KPIs.
• Works closely with the training and data teams to determine where there are opportunities for improvements and track the progress.
• Develop strong cross-functional relationships with internal colleagues such as sales, engineering, production, and other team members to help support seamless communication amongst departments while also working in concert to achieve company goals.
• Engage with stakeholders to understand their needs, address concerns as needed to maintain satisfaction and help them maximize the efficiency of their operation.
• Help accelerate technological advancements and enhance operation efficiency and throughput.
• Partners with product development managers, product design, vendor sourcing, quality and compliance testing, logistics, and software development teams.

Education and Experience

• Bachelor’s degree in engineering, business, or other applicable field of study.
• Five (5) or more years of related work experience; experience with regional service management and team supervision is highly preferred.
• Uncompromising dedication to customer satisfaction and service excellence.
• Must have strong data analytical skills and ability utilize data in to drive results
• Superior communication and influencing skills at all levels.
• Ability to travel as needed to carry out duties of the position – up to 30%.
• Proficient with Microsoft Office software applications.
• Ability to manage complex projects and multi-task effectively.
• Ability to role model high standards of ethics and professionalism. 
• Must be driven and self-motivated.
• Exempt employees are expected to work as many hours as is necessary to complete their job responsibilities.  This may require them to work more than eight hours a day and more than five days or 40 hours per week.  

Plug Power Inc. is committed to creating a diverse and inclusive 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.

Pay Rate:

We offer a robust 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. 

✓The above pay range, may not include local geographic pay variations. If there is an applicable geographic differential, a member of the HR team will discuss this during the interview process.

✓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, floating holidays, sick and volunteer time off

✓Paid Holidays

✓ Lifestyle Reimbursement Program

✓Education Assistance

✓Global access to mental health support and counseling professionals

✓Employee Assistance Program