Customer Service – Product Engineering
About The Position
The Customer Service – Product Engineering role represents the Eastern United States and supports clients with their commissioned water slide attractions. The position interacts with Product Development, Field Services, Supply Management, Operations Engineering, Project Management, and Client Account Management. During peak timeframes, the role may also support clients globally. The work includes responding to customer service requests, troubleshooting product operation and performance concerns, advising clients on operations and maintenance, and supporting contractors performing warranty and out-of-warranty work. The role also supports ride commissioning, product enhancements and upgrades, field issue resolution, reporting, operating procedure development, and maintenance of commissioned product baselines. Travel to client sites may be required for planned work or urgent requests, including ride commissioning during peak seasonal openings.
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 handheld mechanical 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 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 all incoming customer service requests through the electronic ticket system.
- Troubleshoot and resolve customer queries about product operation and performance in a timely manner.
- Provide clients with guidance and recommendations on the operation and maintenance of commissioned products.
- Support third-party contractors carrying out warranty and out-of-warranty work.
- Represent Customer Service Account Management in exploring opportunities with clients for product enhancements and upgrades.
- Assist in leading regional ride commissioning projects, either by conducting site work or overseeing assigned lead ride commissioning personnel.
- Develop standard operating procedures and work instructions concerning the department's overall functionality.
- Interface with channel partners to resolve reported field issues.
- Compile formal site reports on work completed during initial product commissioning and customer service visits.
- 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 the handling and control of nonconforming material through submission of Non-Conformance Reports (NCRs).
- Travel to client sites for engagement opportunities and planned or urgent work.
- Support clients globally during peak timeframes.
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What This Job Offers
Job Type
Full-time
