Resource Manager

Plug Power Inc. Spokane , WA 99201

Posted 2 weeks ago

Resource Manager

Status: Exempt (salaried)

Department: Service

Position Summary

The Resource Manager (RM) is a key leadership role that is responsible for the wholistic resource fulfilment strategy for territories within the Plug Power Field Service business. The RM will be the owner of workforce utilization for field service activities across the various existing and future markets, in order to ensure an effective strategy to manage development, capacity, demand, staffing and deployment of resources. The RM role will be required to have a strong partnership with all members of the regional team and other functional partners including Human Resources, in order to create forecasts, fulfill resource demands and plan for future needs to ensure that the region is able to service a highly dynamic customer base and evolving business requirements. The RM will also be responsible for developing and implementing effective resource utilization strategies to support meeting business objectives for cost and productivity. In partnership with the service managers and Human Resource Team, this role will also be the lead for recruiting and field service talent development strategy in their defined territory. This role is vital to supporting the training and development of a world class workforce in the rapidly developing hydrogen economy, critical to maintaining a strong reputation of Plug Power technology as well as furthering the Company's reputation as a dedicated service partner to customers.

Core Duties and Responsibilities

  • Responsible for the field service resource management operation related to the servicing of Plug Power fuel cell units, Hydrogen infrastructure systems and other future markets assigned

  • Leader for workforce management strategy and resource fulfillment in partnership with the region service manager and operations team

  • Responsible for resource assignments and filling demand across network; understands and maintains skill sets needed to execute across Plug Power's Product lines.

  • Responsible for workforce scheduling assignments including deployments for field needs, and other support needs in manufacturing and repairs

  • Lead for peak capacity forecasting, planning, demand fulfillment and implementations of strategies allowing for flexibility to fulfill demand during peak operations

  • Together with internal and external partners, develop and implement innovative strategies to efficiently fill peak demand and emergent or unplanned needs

  • Ensure productive utilization of field workforce during reduced capacity times

  • Optimize headcount for assigned territories in order to achieve business cost targets for resource utilization

  • Track utilization, attrition and headcount metrics for all members of the field workforce in assigned territory

  • Accountable for overall strategy for technician talent development across assigned region(s) and ensuring skill sets needed for new and existing workforce

  • Key leader in enhancing employee sentiment and Field Employee Engagement to improve retention of field service workforce

  • Partner with training and operations team to develop consistent standard operating processes as well as providing input for new tools to improve effectiveness of field employees

  • Provide guidance and support for the activities of Regional Service Representatives and Field Service Technicians within assigned region; focus upon establishing a culture of technical excellence and outstanding customer service skills within the team

  • Develop strong cross-functional relationships with internal colleagues such as sales, engineering, human resources, production, and other such team members to help support seamless communication amongst departments while also working in concert to achieve Company goals

  • Regularly engage in communication with Service Manger teams to understand their needs; address concerns as needed to help maximize site performance.

  • Maintain an ongoing understanding of open service issues within the region at customer sites; ensure that appropriate resources are allocated within a timely manner to address open items

  • Drive a culture of safety within direct report team and role model safe work habits at all times; ensure training of team members relating to all relevant safety protocol and support adherence to all customer site safety rules

  • Devise solutions to provide effective and ongoing performance management including the recognition of high performers and the support of their development while also providing the necessary coaching for issues of low performance within the team; partner with HR as necessary

  • Assist HR colleagues with hiring efforts affecting the team; support the proper onboarding and training of new hires to help ensure their success

  • Represent Plug Power in a professional manner at all times and in all interactions

  • Perform all other duties as assigned

Education and Experience

  • Bachelor's degree in engineering, business, or a related field of study

  • Five (5) or more years of related work experience; experience with regional management and team supervision is highly preferred

  • Three (3) years of resource management experience

  • Ability to travel as needed to carry out duties of the position - up to 100%

  • Highly adept leadership qualities to establish pillars of team performance excellence and build team morale

  • Uncompromising dedication to customer service excellence

  • Demonstrated analytical abilities with strong attention to detail

  • Possess computer/software skills as applicable to the position including but not limited to Microsoft Word, PowerPoint, Excel, Outlook, and Project

  • Dynamic interpersonal skills and the ability to effectively communicate with diverse audiences

  • Ability to manage complex projects and multi-task effectively

  • Ability to role model high standards of professionalism with an uncompromising dedication to quality documentation

  • Driven and self-motivated with excellent follow-through

  • Strong verbal and written communication skills

  • Excellent follow-through

  • Must be driven and self-motivated

  • Must possess the highest ethical standards and a commitment to work quality

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.

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Resource Manager

Plug Power Inc.