Customer Service – Product Engineering

Proslide Technology • Boston, MA

4d

About The Position

The Customer Service – Product Engineering role represents the Eastern United States and supports clients with their commissioned water slide attractions. The role works with internal teams including Product Development, Field Services, Supply Management, Operations Engineering, Project Management, and Client Account Management. During peak periods, the role may support clients globally.

The position handles customer service requests, troubleshoots product operation and performance issues, and advises clients on product operations and maintenance. It supports contractors and clients with warranty and out-of-warranty service, participates in commissioning and site visits, and contributes to product enhancement and upgrade opportunities. The role also develops operating procedures and work instructions, documents site work, maintains commissioned product baselines, and supports nonconforming-material processes.

Work takes place at commissioned water park locations and may involve travel for client engagement, service work, and ride commissioning, including urgent site visits and peak-season activities.

Requirements

• Bachelor’s degree or Technologist/Technician qualification in Manufacturing, Electrical, Industrial, or Mechanical Engineering; a combination of hands-on work experience and education may substitute for the stated education requirements.
• 3–5 years of experience in a similar customer-facing role and environment.
• Hands-on work experience and comfort using handheld tools at client sites.
• Experience working directly with end customers through electronic communications and verbal conversations.
• Understanding of AC and DC principles, including motor controls such as VFDs.
• Experience using handheld mechanical tools, multimeters, and other validation test equipment.
• Proficiency with Microsoft Office applications, including Excel and Word.
• Ability to interpret mechanical, electrical, and plumbing drawings.
• Comfort using E-drawing or Solidworks to review parts as required.
• Interpersonal and team leadership skills.
• Time-management and organizational skills in a technical environment, with an understanding of product life-cycle management.
• Analytical, problem-solving, and sound business judgment skills.
• Willingness to travel as required.

Responsibilities

• Handle and acknowledge incoming customer service requests through the electronic ticket system.
• Troubleshoot and resolve customer questions about product operation and performance in a timely manner.
• Provide clients with guidance and recommendations on operating and maintaining commissioned products.
• Support third-party contractors performing warranty and out-of-warranty work.
• Represent Customer Service Account Management in discussions with clients about project opportunities, product enhancements, and upgrades.
• Assist with leading regional ride commissioning projects, either by performing site work or overseeing assigned lead commissioning personnel.
• Develop department standard operating procedures and work instructions.
• Work with channel partners to resolve reported field issues.
• Compile formal site reports documenting work completed during initial commissioning and customer service visits.
• Perform minor fiberglass and gelcoat repairs in the field and apply knowledge of fiberglass technology and production methods.
• Maintain the commissioned as-is baseline for modifications provided by ProSlide as after-sales support.
• Support the control of nonconforming material by submitting Non-Conformance Reports (NCRs).
• Travel to client sites for engagement opportunities and planned or urgent work.
• Support clients globally during peak periods.

What This Job Offers

• Job Type: Full-time