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
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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