Field Technician - Hyrdrogen Fuel Cell

Job Purpose

The Fuel Cell After-Sale Technician plays a crucial role in supporting Honda’s commitment to clean energy and sustainability by ensuring that our advanced hydrogen fuel cell systems operate efficiently and effectively post-sale. This role is critical for maintaining the performance and reliability of Honda’s fuel cell modules, ensuring customer satisfaction and minimizing operational downtime. The technician will work closely with customers, suppliers, regulatory bodies, and multiple internal teams to troubleshoot, diagnose, and resolve technical issues related to fuel cell systems and their integration into various applications. By providing expert technical assistance, proactive maintenance, and on-site support, the Fuel Cell After-Sale Technician directly contributes to the continued success and growth of Honda’s hydrogen technology and sustainable mobility solutions.

This role is integral to Honda’s mission of achieving carbon neutrality through its Triple Action to Zero approach. By maintaining the integrity and efficiency of fuel cell systems, the technician ensures Honda leads in zero-emissions transportation, reducing environmental impact and supporting hydrogen energy adoption. Effective troubleshooting and customer support enhance Honda’s reputation for reliable, innovative clean technologies, aligning with long-term sustainability goals.

The technician supports Honda’s vision of sustainable mobility and decarbonization by ensuring the effective operation of fuel cell systems, reducing emissions, and operational inefficiencies. High-quality after-sales support strengthens customer relationships and promotes hydrogen fuel cell technology adoption.

Job Purpose (continued)

Key Responsibilities

• Diagnostics and Repair: Perform troubleshooting and repairs on fuel cell systems, utilizing diagnostic tools to identify root causes and implement solutions for system failures, ensuring optimal performance.
• Customer Support: Serve as a primary point of contact for customers requiring technical assistance with fuel cell systems. Provide timely updates, resolve technical issues, and ensure high levels of customer satisfaction.
• Warranty Management: Oversee the warranty process for fuel cell systems, from validating claims to executing necessary repairs. Document and monitor system failures, ensuring compliance with warranty guidelines and best practices.
• Field Service: Travel to customer locations to conduct on-site inspections, repairs, and maintenance of fuel cell systems.
• Training and Education: Provide on-site and virtual training sessions for customers on fuel cell maintenance, troubleshooting, and operational best practices, ensuring they are equipped to handle everyday system needs.
• Collaboration with Internal Teams: Work cross-functionally with sales, R&D, operations, and quality assurance teams to resolve complex issues, enhance product offerings, and drive continuous improvement.
• Regulatory Compliance: Ensure that all repairs, installations, and modifications comply with local regulations and industry standards, working closely with regulatory authorities when necessary.
• By ensuring reliable operation and system longevity, the technician advances Honda’s commitment to hydrogen fuel cell technology and sustainable mobility solutions. This role directly supports Honda’s decarbonization goals, focusing on maintaining zero-emissions fuel cell technologies and ensuring customer satisfaction. The technician contributes to Honda's sustainability initiatives and zero-emissions transportation technologies, ensuring the reliability and longevity of hydrogen fuel cell systems for a clean, green future.

Key Accountabilities

• Technical Support & Advanced Troubleshooting (25%)
  • Serve as the secondary technical escalation point, assisting OEM initial technicians in diagnosing complex fuel cell module issues.
  • Use diagnostic trouble codes (DTCs) and system logs from the Computer-Aided Maintenance (CAM) system to pinpoint root causes.
  • Analyze electrical, thermal, and mechanical failures, including hydrogen flow issues, fuel cell degradation, and balance-of-plant (BOP) component malfunctions.
  • Provide real-time remote troubleshooting via phone, video, and telematics, guiding customers through issue resolution before determining if on-site service is needed.
  • Collaborate with R&D and engineering teams to test and validate potential fixes for recurring failure patterns.
  • Assist in the development of troubleshooting guides, service bulletins, and best practices documentation for internal and customer use.
• Preventive & Corrective Maintenance (15%)
  • Perform scheduled maintenance on deployed fuel cell modules, ensuring peak performance and uptime.
  • Execute component replacements and system recalibrations, including air compressors, hydrogen pumps, cooling systems, and power electronics.
  • Ensure compliance with hydrogen safety protocols, leak detection procedures, and high-voltage electrical system handling.
  • Develop and maintain a preventative maintenance checklist based on field data, reliability trends, and manufacturer recommendations.
  • Work closely with parts and logistics teams to ensure availability of critical spare parts and minimize service downtime.    

Key Accountabilities (continued)

• Warranty Management & Failure Analysis (15%)
  • Validate warranty claims by assessing failure conditions, reviewing service logs, and comparing with warranty coverage guidelines.
  • Differentiate between in-warranty and out-of-warranty failures, ensuring accurate cost allocation between company support and customer responsibility.
  • Prepare failure analysis reports, detailing root causes, affected components, and proposed corrective actions.
  • Support the engineering and product teams by providing field data that informs design improvements and reliability enhancements.
  • Engage with suppliers to escalate vendor-related component failures, ensuring accountability and continuous quality improvements. 
• Customer Training & Knowledge Transfer (15%)
  • Conduct technical training sessions for customer maintenance teams on system operations, diagnostics, and repair procedures.
  • Lead hands-on workshops and demonstrations, covering fuel cell stack health monitoring, system integration, and failure prevention techniques.
  • Assist in developing standardized training modules, including instructional videos, technical manuals, and self-guided learning materials.
  • Act as a mentor to OEM service technicians, reinforcing best practices in hydrogen safety, electrical troubleshooting, and thermal management.     

Key Accountabilities (continued)

• Cross-Functional Collaboration & Customer Engagement (10%)
  • Serve as a technical bridge between customers, sales, engineering, and manufacturing teams.
  • Provide field intelligence on real-world fuel cell performance, identifying common failure trends and areas for product improvement.
  • Support sales by explaining technical specifications and serviceability considerations to potential and existing customers.
  • Participate in customer site assessments, ensuring proper environmental conditions and infrastructure support for fuel cell deployment.
  • Collaborate with regulatory teams to ensure that all service and maintenance activities comply with industry standards and government regulations.     
• On-Site Service & Emergency Response (15%)
  • Travel to customer sites for on-demand troubleshooting, commissioning, and system decommissioning.
  • Lead emergency repair missions, diagnosing and resolving critical system failures to minimize downtime.
  • Assist in permitting, installation, and commissioning efforts where directed.
  • Ensure strict adherence to safety protocols, including high-pressure hydrogen handling, high-voltage electrical system precautions, and confined space work procedures.
  • Support infrastructure teams in verifying fuel quality, hydrogen delivery systems, and overall site readiness.

Key Accountabilities (continued)

• Product Improvement & Data Analysis (5%)
  • Work with engineering and R&D teams to provide real-world insights on system performance, helping drive:
  • Design improvements for more reliable fuel cell modules.
  • Software enhancements for better diagnostics and remote monitoring.
  • Manufacturing optimizations to reduce service needs and warranty claims.
  • Conduct periodic benchmarking against competitor technologies to understand market positioning and service advantages.

Note: The time allocation percentages provided are approximate and can vary based on project demands, organizational priorities, and specific project phases. The percentages are intended to give a general idea of the key areas of responsibility and the relative time commitment associated with each category.

Qualifications, Experience, and Skills

• Minimum Educational Qualifications
  • Bachelor’s degree in mechanical engineering, electrical engineering, automotive technology, or a related technical field.
  • Alternatively, an associate’s degree in a relevant field with significant industry experience may be considered.     
• Minimum Experience
  • 5+ years of hands-on experience in after-sales support, field service, or maintenance of complex electro-mechanical systems.
  • Proven experience diagnosing, troubleshooting, and repairing power generation systems, fuel cells, internal combustion engines, or high-voltage battery systems.
  • Experience using diagnostic tools, data logging software, and troubleshooting procedures to resolve system failures.
  • Familiarity with warranty claim validation, failure analysis, and root cause investigation.
  • Experience handling customer service interactions, particularly in technical support and after-sales environments.
  • Ability to work with high-pressure gases, high-voltage electrical systems, and thermal management components while adhering to safety protocols.
  • Willingness and ability to travel to customer sites as needed, including potential emergency response visits.     
  • Pc proficiency with MS office (PowerPoint, excel, word)

Workstyle

• Physical Requirements
  • Lifting: Ability to lift and move components and parts weighing up to 50 lbs or more, as fuel cell modules and associated equipment may be heavy.
  • Manual Dexterity: Required for precise handling and manipulation of small tools and components during diagnostics, repairs, and installation.
  • Standing/Walking: Extended periods of standing, walking, and moving around customer sites for inspections, troubleshooting, and repairs.
  • Kneeling/Crawling: Ability to kneel, crouch, or crawl under equipment or in confined spaces to access system components, such as fuel cell modules, plumbing, and wiring.
  • Use of Power Tools: Ability to operate various hand tools, power tools, and diagnostic equipment as needed for system maintenance, repairs, and troubleshooting.
• Work Environment
  • Field Service Locations: Work will often be performed in diverse environments, including customer facilities, industrial sites, and warehouses, which may include exposure to noisy, high-temperature, or high-pressure environments depending on the system failure being addressed.
  • Indoor/Outdoor Work: Work both indoors in controlled environments (e.g., maintenance shops, customer facilities) and outdoors (e.g., on-site at power generation or distribution locations) in varying weather conditions.
  • Hazardous Materials: Exposure to hydrogen, electrical systems, and high-voltage equipment, requiring strict adherence to safety protocols and PPE (Personal Protective Equipment), including gloves, goggles, safety shoes, and flame-retardant clothing.
  • Customer Sites: Potential exposure to non-ideal conditions, such as tight spaces, unpredictable site access, and the potential for working in highly technical or potentially hazardous environments.

Workstyle (continued)

• Travel
  • Frequent Travel: The role requires frequent travel to customer sites, which could include local, regional, or even international travel, depending on the locations of clients.
  • On-Call or Emergency Service: Availability to travel on short notice for emergency service calls or urgent repairs at customer locations, which may require flexibility outside of standard work hours.
  • Overnight Travel: Some trips may require overnight stays, depending on the distance or complexity of the issue.
• Overtime (OT) and Flexibility
  • Mandatory Overtime: Potential for overtime hours, especially during periods of high service demand or when urgent customer issues arise that need immediate attention.
  • Weekend/Evening Work: Occasional need for weekend, evening, or after-hours work depending on customer availability, system failures, or project deadlines.
• Mental and Emotional Demands
  • Problem-Solving Under Pressure: Must remain calm and effective in troubleshooting and resolving complex issues under time pressure, especially when customer operations are impacted.
  • Customer Communication: Ability to maintain a professional, calm, and customer-oriented demeanor, even when addressing difficult or high-stress situations involving technical failures or delays in resolution.