Customer Service – Product Engineering

Proslide Technology•Albany, NY

5d•$60,000 - $75,000

About The Position

The Customer Service – Product Engineering representative for the Eastern United States supports clients with their commissioned water slide attractions. The role works with internal groups including Product Development, Field Services, Supply Management, Operations Engineering, Project Management, and Client Account Management. During peak timeframes, the position also supports clients globally. The role handles customer service requests, troubleshoots product operation and performance issues, and guides clients on operating and maintaining commissioned products. It supports third-party contractors on warranty and out-of-warranty work, contributes to client discussions about product enhancements and upgrades, and helps lead regional ride commissioning projects. The position also develops departmental operating procedures and work instructions, interfaces with channel partners to resolve field issues, and compiles formal reports on commissioning and customer service visits. The role requires understanding fiberglass production methods and performing minor fiberglass and gelcoat repairs in the field. It maintains the commissioned as-is baseline for ProSlide-provided modifications, supports control of nonconforming material through Non-Conformance Reports, and travels to client sites for planned work, client engagement, or urgent service requests.

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 be considered instead.
3–5 years of experience in a similar customer-facing role and environment.
Hands-on experience and comfort using handheld tools to complete work at client sites.
Experience working directly with end customers through electronic communications and verbal conversations.
Understanding of DC and AC principles, including motor controls such as VFDs.
Experience using mechanical hand tools, multimeters, and other validation test equipment.
Proficiency with MS Office applications, including Excel and Word.
Ability to interpret mechanical, electrical, and plumbing drawings.
Comfort using E-drawing or Solidworks to review parts as needed.
Interpersonal and team leadership skills.
Time management and organizational skills in a technical environment, with an understanding of product life-cycle management.
Analytical and problem-solving skills, and sound business judgment.
Willingness to travel as required.

Responsibilities

Handle and acknowledge incoming customer service requests through the electronic ticket system.
Troubleshoot and resolve customer queries related to 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 service work.
Represent Customer Service Account Management in discussions with clients about project opportunities, product enhancements, and upgrades.
Assist in leading regional ride commissioning projects, through site work or oversight of assigned lead commissioning personnel.
Develop departmental standard operating procedures and work instructions covering overall functionality.
Work with channel partners to resolve reported field issues.
Prepare formal site reports documenting work completed during initial product commissioning and customer service visits.
Apply understanding of fiberglass technology and production methods, and perform minor fiberglass and gelcoat repairs in the field.
Maintain the commissioned as-is baseline for modifications provided by ProSlide as after-sales support.
Support handling and control of nonconforming material by submitting Non-Conformance Reports (NCRs).
Travel to client sites for engagement, planned work, and urgent site visits.
Support clients globally during peak timeframes.