Plant Performance Manager

Plant Performance Manager

ITM Power

Location: Sheffield

Direct Applications Only No Agency Applicants at this time

About ITM Power

ITM is at the forefront of the green hydrogen industry designing and manufacturing cuttingedge PEM electrolysers that are instrumental in global decarbonisation efforts. With over two decades of scientific expertise weve established ourselves as industry leaders in clean energy technology.

Our Journey and Growth

As pioneers in green hydrogen technology ITM is offering the most advanced PEM electrolyser technology in the world. Founded in 2000 ITM Power PLC was one of the first companies of its kind to be listed on the AIM market of the London Stock Exchange. Headquartered in the UK our stateoftheart manufacturing facility is the worlds first largest PEM Gigafactory in commercial operation and home to our R&D and manufacturing. ITM Power Germany is our hub in the heart of the EU. This facility not only houses regional functions including business development and engineering but also our Aftersales services with the ability to quickly deploy stacks.

Innovation and Impact

Our PEM electrolysers are deployed in some of the worlds largest green hydrogen projects. We continue to push the boundaries of technology enhancing costeffectiveness and sustainability.

Join Our Mission

ITM is in the midst of a transformative phase focusing on streamlined delivery and operational excellence. Were seeking talented individuals who share our passion for clean energy and our drive to make a tangible impact on the worlds transition to netzero.

You will be working with an inspiring bunch of people encouraging each other to be the best we can. Weve come a long way join us in the next step of our incredible journey!

What are we looking for

This position will play a pivotal role in ensuring the success of our customers by providing highlevel technical assistance for our green hydrogen electrolyser systems. This role will be based in our Sheffield HQ and will involve leading a team of technical support engineers to remotely assist the teams in the fieldtroubleshooting complex issues and providing expert guidance to both customers andinternal teams ensuring optimal system performance and customer satisfaction. The role will require coordination with our global customers using the SCADA system remotely by teams based in Sheffield and Germany. A key focus will be on utilising data to drive support decisions improve customer experiences and enhance the performance of electrolyser systems.

Responsibilities

• Strategic Development:
  • Develop and implement a comprehensive departmental strategy that aligns with company objectives and supports the growth of our product delivery across global markets. Focus on driving technical excellence enhancing customer satisfaction and providing continuous improvement in support processes.
  • Design and oversee the infrastructure for a 24/7 global technical support system ensuring that the team can deliver timely highquality assistance to customers in different time zones. Manage scheduling coverage and team performance to ensure responsiveness at all hours.
• Leadership & Team Management:
  • Lead and manage a team of remote technical support engineers providing direction coaching and professional development.
  • Ensure the team meets performance objectives KPIs and customer service standards while maintaining a high level of technical expertise.
  • Foster a collaborative environment within the support team and with crossfunctional teams (engineering product development sales).
• Technical Support & Troubleshooting:
  • Oversee and manage complex customer support issues ensuring timely resolution and effective troubleshooting of technical problems related to hydrogen electrolyser systems.
  • Provide remote assistance to customers and partners by guiding them through diagnostic processes repairs and optimisations.
  • Use data from system monitoring tools to identify recurring issues performance trends and areas for improvement in customer support processes.
  • Work closely with the engineering and R&D teams to escalate and resolve critical technical issues in a timely manner.
• DataDriven Decision Making:
  • Leverage data analytics to monitor the performance of electrolyser systems identifying patterns root causes of issues and opportunities for optimisation.
  • Analyse support ticket data customer feedback and system performance metrics to make informed decisions that drive improvements in the product and customer experience.
  • Use data to identify trends in customer queries and proactively develop strategies to address common issues or improve product features.
  • Collaborate with the product development team to provide insights derived from data that can inform design changes or upgrades.
• Customer Relationship Management:
  • Maintain strong relationships with key customers ensuring their technical needs are met and offering proactive solutions to prevent issues.
  • Use data insights to provide tailored recommendations for system improvements hardware upgrades or other solutions to enhance system performance.
  • Provide expert technical advice on maintenance and operation of electrolysers.
• Process Improvement & Documentation:
  • Develop and improve processes for technical support ensuring efficiency and scalability by utilising datadriven strategies.
  • Create and maintain technical support documentation including troubleshooting guides FAQs and user manuals to help customers selfserve.
  • Analyse recurring support issues and collaborate with engineering teams to recommend design improvements or process changes based on data insights.
• Training & Development:
  • Organise and conduct training sessions for internal teams and customers ensuring they are wellversed in system operation and troubleshooting techniques.
  • Stay updated on the latest industry trends product advancements and technical best practices in the renewable energy and hydrogen sectors.
• Reporting & Analytics:
  • Generate and analyse reports on support team performance customer issues and system performance to guide product improvements and strategic decisions.
  • Track and report on key support metrics such as response time resolution time and customer satisfaction ensuring these metrics are datadriven and align with the overall customer service strategy

About You

Knowledge and Experience

• Bachelors degree in Mechanical Engineering Electrical Engineering Renewable Energy or a related field.
• Relevant industrial body certifications would be a plus.
• At least 5 years of experience in technical support or field service ideally in the renewable energy or electromechanical sectors.
• Proven experience managing a technical support team in a remote environment.
• Experience with hydrogen production systems electrolysers or related technologies is highly preferred.
• Experience in leveraging data analytics to drive decisionmaking process improvements and customer support strategies.

Skills and Abilities

• Strategic mindset with the ability to think several steps ahead.
• Strong problemsolving and troubleshooting skills with a deep understanding of mechanical electrical and software systems.
• Excellent leadership and team management abilities with the capacity to lead diverse remote teams effectively.
• Proficient in customer relationship management and technical support tools.
• Strong proficiency in data analysis tools and techniques with experience in using data to inform technical support decisions.
• Excellent communication skills proficiency in English (required) both written and verbal to interact with global customers and internal teams. Additional language skills are a plus (German)
• Ability to work independently manage multiple tasks and prioritize effectively in a fastpaced global environment.

What We Offer

The opportunity to work with cuttingedge technology in a rapidly growing industry within a dynamic environment where you can shape the future of energy and work with a team thats actively addressing global climate challenges. Our corporate culture values safety integrity and continuous improvement.

A competitive salary and an excellent contributory pension 25 days holiday and a wider range of benefits including:

• Buy as you earn (BAYE) share scheme
• Birthday holiday
• Holiday Purchase
• Cycle to work scheme
• Lifestyle Discounts
• Employee Assistance Programme
• Health Cash Plan
• Eye Care
• Gym Scheme
• Life assurance
• EV Car Leasing
• Enhanced Parental Leave
• Motor Save Scheme
• Tech Save Scheme
• Our onsite parking includes free electric car charging points

We know your career is important to you its important to us too which is why we also offer opportunities for you to grow and develop your career. If you are looking to join a growing dynamic business and want to be part of our amazing team we would love to hear from you.

Our success is driven by the exceptional diversity of our people. We are proud to be an equal opportunity employer committed to promoting and creating a diverse and inclusive environment where we encourage our employees to learn and grow fuelled by mutual respect in a place where ideas flow and thrive.

Required Experience:

Manager