• Provide Support in Tier I* (Troubleshooting) and Tier II* (Remote Support)
• Generate new support tickets based on support requests from customers over email or phone
• Maintaining high data quality, content & information standards within support tickets
• Managing communication with customers to resolve the reported issue, including first response
• Formulating a problem definition of the reported issue based on customer input
• Bundling of similar support tickets to ensure cost-effective ticket handling
• Perform root-cause analysis (RCAs) in the ELX Portal to resolve support tickets
• Generate and update problem reports inside tickets
• Build and maintain technical product knowledge internally for all Plug ELX Products
• Act as an ongoing resource to the technician team in the field to help provide technical insights, answer questions, and provide repair instruction
• Initiate the need for new solution articles (e.g. fault handling procedures, service bulletins, etc…)
• Build effective internal relationships with colleagues; work both inter-departmentally and cross-functionally as needed for project assignments.
• Communicate improvements & feedback points to the Digital Operations team to further improve the tech support process.

• Taking training courses.
• Using appropriate personal HSE measures (e.g. Personal Protective Equipment’s).
• Cooperating on quality, health, safety, environment, and security improvements.
• Reporting incidents potential danger, accidents, near misses, damage, fire, and spills.
• Act according to the Company Policy and Code of Conduct.
• Follow Project and Company Q and HSE procedures/work instructions and Policies.
• Reporting and preventing deviations, Non-Conformance , and complaints.

• In case of an acute safety threat, you are required to cease the work activities, notify your manager directly, and follow up on all necessary actions

• Bachelor’s degree in engineering (master’s degree preferred)
• Minimum of four (4) years of work experience in a relevant field to this position;
• Prior experience with a customer support platform (e.g. Zendesk, Freshdesk, or any other relevant platform) is highly preferred

• Speak English at a professional level.
• Excellent communication and social skills.
• Willingness to acquire in-depth product knowledge of Plug’s ELX System
• Willingness to travel to Plug’s ELX Test facility in Hengelo, the Netherlands
• Excellent follow-through
• Must be driven and self-motivated
• Must possess the highest ethical standards and a commitment to work quality

• The educational requirements may not be applicable if the applicant has acquired an equivalent level through experience.
• Appointment to the next seniority level is decided by the Manager and not automatically given.