Product Support Engineer

San Leandro or Irvine, California, 

United States

Are you passionate about the energy transition? Join us.

Nel is a global, dedicated hydrogen company, delivering optimal solutions to produce, store, and distribute hydrogen from renewable energy. We serve industries, energy, and gas companies with leading hydrogen technology. Our roots date back to 1927, and since then, we have had a proud history of development and continuous improvement of hydrogen technologies. Today, our solutions cover the entire value chain: from hydrogen production technologies to hydrogen fueling stations, enabling industries to transition to green hydrogen, and providing fuel cell electric vehicles with the same fast fueling and long range as fossil-fueled vehicles – without the emissions.

About the position

As a Product Support Engineer in the Development and Engineering Americas Team, you will be responsible for managing, investigating, and resolving technical issues, customer complaints, and implementation of engineering changes on H2Station™ products and customer site equipment. You will contribute to engineering design changes and solution development for both new and field-deployed hardware. Your responsibilities include management and administration of the Non-Conformity Reporting system and the engineering change request system, handling incoming requests in a timely manner and routing them to subject matter experts for investigation. You will ensure that the information/data quality of these systems is actionable and clear, and engineering hours, materials and services are appropriately tracked in the ERP system. You will work very closely with other teams and engineers in the Development and Engineering organization as well as the Service Department to gather information from Field Technicians, data logfiles from PLCs, and event time-lines. Your responsibilities include technical writing for engineering change, including manuals, instructions, and other documentation necessary to successfully implement engineering changes on H2Station™ Products. You will work within an energetic team of disciplined engineers based in the San Francisco Bay Area. The Development and Engineering Americas team is part of a global development team centering around NEL’s H2Station™ Factory in Herning, Denmark. As Product Support Engineer you will be part of the Product Support Team and have functional link to the Product Sup-port Team lead to ensure cross-training and alignment of systems engineering functions. You will report to the Head of Development and Engineering Americas.

Responsibilities

  • Product Support Documentation Creation and Review. Including Manuals, Instructions, Management of Change Narratives, Risk Screening, and Technical Reports.
  • Coordination of efforts to resolve non-conformities and engineering changes.
  • Collecting data and information necessary for subject matter experts to act upon and resolve technical challenges.
  • Administer and ensure quality in the Non-Conformity Reporting System.
  • Manage tasks, deadlines, and responsible individuals assigned to Product Support activity.
  • Organizing Events, Workshops, and Meetings to bring small teams to bare when needed for complex challenges and investigations.
  • Developing Parts Lists and Tooling requirements for the implementation of changes.
  • Managing the ERP system with regards to product support activity, including budgeting, job and task number creation, item number creation, and master data management in coordination with Supply Chain Management.
  • Purchasing and support of purchasing activity for engineering change implementation.
  • Supplier non-conformity, supplier warranty, and supplier quality communication, inquiry, and management in cooperation with the category manager and PSUP Quality Engineer in Procurement.
  • Supporting ECN Implementation.

Qualifications

Education

You possess a relevant educational background and technical experience in Industrial Engineering, Quality Engineering, or other relevant coursework and degrees.

Required skills and abilities

  • 4-year college degree in Industrial Engineering, Mechanical Engineering, or relevant technical degrees.
  • Internships or 1-3 years in manufacturing, industrial machinery, or related work experience.
  • Strong appreciation for Engineering Change Management (ECM) systems and processes.
  • Passionate about Product Quality and continuous improvement.
  • Experience working with diverse team across international borders and remote workflow.
  • Enthusiastic, amiable, patient, and motivated.
  • Methodical, organized, and result-drive, ensuring consistency in Quality Management systems.
  • Communicate fluently in both written and spoken English.
  • Proficiency in MS Excel, MS Word, MS Visio, MS SharePoint, Atlassian Jira.

Preferred skills and abilities

It will be beneficial if you have:

  • Work experience with compressed gas systems or complex industrial machinery.
  • Reliability Engineering experience, including Root Cause Analysis and related methodologies.
  • Education or Work Experience focused on industrial or process control.
  • Experience with Hydrogen or Natural Gas Fueling.
  • Fluent or elementary proficiency in a second language like Danish, Korean, German, or French.

Competencies

You possess a relevant educational background and technical experience in Industrial Engineering, Quality Engineering, or other relevant coursework and degrees. You have a strong technical- and business-orientated mindset, are curious, and can quickly understand complex technical systems to find organizational and commercially good solutions. You possess knowledge and work experience with industrial machinery with a focus on product lifecycle management. You are structured, resourceful, and organized, giving you the ability to handle multiple projects simultaneously. You are an effective communicator, highly motivated and resourceful, making you effective in navigating different departments, building relationships and teams to solve problems. You are patient and amiable, allowing you to manage workflow on complex tasks involving many specialists and teams. You excel at working in teams and are highly skilled in both written and spoken English.

Equal opportunity employer

Nel is an equal opportunity employer and all qualified applicants will receive consideration for employment regardless of race, colour, religion, sex, national origin, disability status, protected veteran status, or any other characteristic protected by law. All employment is decided based on qualifications, merit, and business need.

To apply, please e-mail your cover letter and resumé to: KARIC@nelhydrogen.com

 

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