Technical Hotline Operator

PlanET Biogas • Full Time • Remote (Depew, NY, US) • $32 - $40 / hour • 3m ago

Location: Buffalo/ Colorado office location (Weekends are remote)

Schedule: Saturday- Tuesday 10-hour shifts. Must be available weekends and evenings.

Biogas Group is a world leader in the biogas industry with over 20 years of experience in the design and construction of anaerobic digestion technology. With more than 550 successfully installed plants worldwide, PlanET is a major player in the global biogas industry. PlanET has more than 250 employees worldwide based in Germany, Netherlands, France, the UK, USA and Canada. PlanET’s portfolio covers all areas of biogas technology including Aerobic Digestors and RNG systems from initial planning, design, construction to on-site service and remote support.

For the continued expansion of its North American operations, PlanET is looking for Technical Hotline Operator reporting to the Hotline Manager. The selected candidate will be expected to provide technical support over the phone, helping them troubleshoot and resolve issues. You will act as the first point of contract for technical inquiries to individuals that reach out through our hotline during weekends and evenings.

Responsibilities:

· Provide phone based operational support to customers experiencing issues.

· Diagnose and troubleshoot technical issues by walking customers through step-by-step solutions.

· Remotely monitor digester, biogas upgrading systems, SCADA, and PLC data to track plant performance and identify potential issues.

· Respond to system alerts, alarms, and notifications, diagnosing and addressing issues in real-time or escalating when necessary.

· Technical amplitude to be able to reach wiring drawings, schematics and understand industrial process.

· Provide remote troubleshooting for electrical, mechanical, and control system issues, including power supply fluctuations, sensor errors, and PLC malfunctions.

· Guide on-site personnel through diagnostic steps and corrective actions, often referencing electrical schematics and control diagrams.

· Use remote access tools to investigate and resolve system errors, ensuring minimal downtime and efficient operation.

· Provide technical guidance to on-site operators and maintenance staff, including step-by-step instructions for equipment repairs or adjustments.

· Communicate clearly to non-technical staff, helping them understand and safely execute procedures.

· Serve as a liaison between on-site teams, engineers, and third-party service providers when more specialized support is needed.

· Data gathering and reporting on system performance.

· Provide technical advice and knowledge to local third-party construction companies to ensure the proper installation of PlanET’s proprietary technology.

· Track and document customer interactions, technical issues, and process improvements initiatives across departments.

· Collaborate with internal teams to identify recuring issues and suggest improvements to the product and service.

· Communicate clearly and effectively with internal team members and external contractors as required.

· Support construction and commissioning activities PlanET’s Biogas Upgrading Plant (BUP) (both Membrane and Pressure Swing Adsorption Systems)

· Provide commissioning support to ensure that the BUP meets and exceeds performance specifications.

· Maintain a punch list of deficiencies and ensure all deficiency items are closed out in proper and timely manner.

· Be On-call during workdays assigned.

Other duties as assigned.

Qualifications:

· Must be available weekends and evenings.

· 2-5 years of experience in technical support, plant operations, or field service within the biogas, renewable energy, or similar industrial sectors.

· Knowledge of basic mechanical and electrical troubleshooting for equipment like compressors, blowers, and valves used in biogas upgrading.

· Proficient background in electrical systems, including experience with electrical schematics, wiring diagrams, and circuit analysis for industrial equipment.

· Proficiency in working with electrical components such as relays, transformers, circuit breakers, motor controls, and VFDs (Variable Frequency Drives) commonly used in biogas upgrading plants.

· Previous experience in technical and operational support preferred.

· Previous experience working with Membrane or Pressure Swing Absorption Systems.

· Strong understanding of biogas upgrading processes, equipment, and technology, such as pressure swing adsorption (PSA) and membrane separation.

· Experience with gas analysis, flow meters, pressure and temperature sensors, and other monitoring devices specific to biogas upgrading.

· Familiarity with control systems, instrumentation, PLCs (Programmable Logic Controllers), SCADA (Supervisory Control and Data Acquisition) systems, and other automated plant control technologies.

· Strong diagnostic and troubleshooting skills with the ability to quickly assess and resolve technical issues.

· Ability to analyze system data, identify trends, and interpret alarms or warnings in SCADA or other control software.

· Experience troubleshooting both hardware (e.g., sensors, PLCs) and software issues (e.g., control logic errors, software connectivity issues).

· Functional knowledge of mechanical components (valves, pipe fittings, bearings, motors, gearboxes, etc.).

· Proficiency with remote desktop software and support tools to access, monitor, and troubleshoot control systems remotely.

· Ability to read and/or interpret mechanical, pneumatic, and hydraulic blueprints or schematics.

· Excellent interpersonal skills and ability to communicate with all levels of the organization both written and verbal; includes building relationships with team lead and department Manager.

· Experience building and maintaining a proper preventative maintenance program.

· Strong mechanical repair/troubleshooting.

· Strong organization skills and ability to adhere to tight timelines

· A self-starter and an independent worker.

· Ability to speak, read, and write French would be an asset.

· Strong proficiency with Microsoft Suite of products.

· Must have valid driver’s license and can work in Canada and the United States

Working Conditions:

· This job operates both indoors and outdoors in areas that are not environmentally controlled. This job may be exposed to weather or under cover and in close physical proximity with others.

· Exposure to hazardous conditions and equipment.

Physical Requirements:

· The worker is required to have close visual acuity to perform an activity such as: preparing and analyzing data and figures; transcribing; viewing a computer terminal; extensive reading; visual inspection involving small defects, small parts, and/or operation of machines.

· Must be able to sit and/or stand for up to 8 hours a day.

Job Type: Full-time

Pay: $32.00 - $40.00 per hour

Schedule: