About the Position

This position interfaces directly with the end customer, as well as with engineering and customer service, to provide a high level of service to our large customer base.

 

The individual must have experience in a manufacturing environment which has experienced growth and rapidly evolving processes.

Responsibilities:

  • Troubleshoot and solve simple to complex technical issues with gas generators using logical troubleshooting approach

  • Provide prompt technical support to customer base on a variety of issues by responding to telephone calls, emails, and “in-office” requests

  • Ensure high customer satisfaction levels are maintained

  • Create and update support cases/service requests; log all requests and escalate as necessary

  • Maintain up-to-date documentation of systems

  • Collaborate with engineering team to investigate further when the case is unable to be solved within the specified guidelines; identify opportunities for product improvements

  • Contribute to the knowledge base and actively use the existing documents in the resolution of support cases to help insure that information is disseminated

  • Stage and test customer systems and applications for in-depth troubleshooting and root cause analysis

  • Provide factory training on operation, maintenance and service to customers as required

  • Participate in “on-call” after hours support rotation

 

Required Qualifications:

  • Demonstrated ability to troubleshoot and repair process equipment, preferably electrochemical equipment

  • Ability to read and interpret technical documentation and manuals

  • Excellent problem-solving/troubleshooting abilities with ability to make data-based decisions

  • Strong customer orientation and dedication

  • Ability to prioritize multiple requests while exceeding customer expectations

  • Able to work independently with little supervision

  • Good communication and presentation skills (Written/verbal)

  • Demonstrated task prioritization and organization skills

  • Attention to detail

  • Self-starter and motivated

Education and/or Experience:

  • Bachelor’s degree in Mechanical or Electrical Engineering or related field

  • 3 to 5 years of experience, in an engineering or service related role, preferably in a manufacturing organization

  • Candidate should preferably have 1-2 years’ experience working directly with external customers in a support role and be able to provide excellent customer service

  • Experience working with electromechanical devices is a plus

  • Salesforce Service Could experience is a plus

Other Duties:

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee for this job. Duties, responsibilities and activities may change at any time with or without notice. 

The above statements reflect the principal functions of the position and shall not be construed as a detailed description of all work requirements that may be inherent in the job.

Nel Hydrogen provides comprehensive health and insurance benefits for its employees. The Company offers competitive paid vacation time, sick leave, and holidays.

 

The Company has a published Code of Conduct that all employees are expected to follow.

 

Visas:

 

  • Proton will only employ those who are legally authorized to work in the United States. This is not a position for which sponsorship will be provided.
  • Individuals with temporary visas such as E, F-1, H-1, H-2, L, B, J, or TN or who need sponsorship for work authorization now or in the future, are not eligible for hire.

 

We are an equal opportunity employer and all qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. All employment is decided on the basis of qualifications, merit, and business need.

 

Due to the high volume of resumes we receive; we are not able to respond personally to every application. However, we do review every resume, and will be sure to contact you if we think there is a possible fit.