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Director, Product Support

Company: Bloom Energy
Location: San Jose
Posted on: June 9, 2021

Job Description:

Job Description: Director, Product Support

Bloom Energy is the leading force in transforming the way energy is generated and delivered. We are driving toward the parallel goals of growing a dynamic and forward-thinking company while creating a positive impact on our environment. Our company is filled with smart and innovative thinkers and doers, and we never stop striving to improve our technology, to expand and improve our company performance, and to develop and support the many talented employees that serve our mission.

We are looking for a Director, Product Support to join our team in one of today's most exciting technologies. This role will report to Vice President, Service and will be based in San Jose HQ Office.

Role and Responsibilities:

Ability to take a project from cradle to grave (product development life cycle). This will involve the initial establishing of plans, the execution of plans and the generation of business cases, proposals and reports. Initiate and resolve problems, investigate and identify any root cause, identify component impact to other systems and deliver a complete and documented resolution. Possess team-building capabilities demonstrated by the ability to lead teams to successful project completions. Uses appropriate analytical tools to determine the preferred product support strategy. Manage and scale-up international Product Support teams. Communicate to Senior Management any problems and suggested solutions. Managing all 3rd party service contracts and O&M agreements. Work with other key leaders in helping to organize and conduct meetings, create and maintain databases, track and report program activities and communicate effectively with contractors and employees. Organize and implement training for customers and field service technicians/engineers on product upgrades, customer problems, concerns and possible solutions. Initiates and provides review of Engineering Change Notifications (ECN's) to ensure data supports fix and follow up with communication to the field. Must resolve problems of diverse scope where analysis of situation /data requires evaluation of identifiable factors.

Education, Skills and Experience:

Bachelor's degree in one of the following disciplines: Electrical Engineering, Mechanical Engineering, Chemical Engineering. 15+ years of related discipline industry experience with a minimum of 12+ year's recent experience leading product support teams. 10+ years of experience in either of the following areas; Technical Support, Field Service, Customer Support, Product Support, Service Supply Chain Management. Excellent written and verbal communication skills; proposal exposure desired. 24/7 operations Basic understanding of requirements of working safely with fuels such as natural gas, propane, and hydrogen. Experience with complete product lifecycle development, especially design for service new product introduction (NPI) and end of life service support Proven experience with aggressive cost reduction programs Previous success managing a geographically distributed team. Ability to relocate to new and emerging markets that support Bloom's business. Experience in documenting customer issues and solutions and effective verbal and written customer and internal communications. Experience in effectively dealing with customer service issues & handling customer conflict. Excellent leadership capabilities and management skills. Results orientated with customer focus. Ability to perform well in a fast-paced environment while maintaining a friendly and professional demeanor. PC Literate (Excel, Word, Access, Project and MRP Systems). 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. Time Management & Organization Skills. Good Decision Making & Critical Thinking. Accuracy/Attention to Detail. Strong Analytical Skills.

About Bloom Energy:

At Bloom Energy, we strive toward a 100% renewable future. Our Energy Servers are adaptable to new and innovative fuels while already acting as a cleaner and far more resilient source of power than existing solutions. We see hydrogen as a significant game-changer in the world's energy usage, and Bloom Energy fuel cells and electrolyzers will be the industry standard for clean, efficient, and reliable energy production. We anticipate being able to work in concert with other renewable energy technologies to create a comprehensive system that will change the way energy in the world is produced, stored, transmitted, and used. 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.

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Keywords: Bloom Energy, San Jose , Director, Product Support, Other , San Jose, California

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