Customer Service – Product Engineering
About The Position
The Customer Service – Product Engineering representative for the Eastern United States supports clients with 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. The position handles incoming customer service requests and troubleshoots issues related to product operation and performance. It provides clients with operational and maintenance guidance, supports third-party contractors on warranty and out-of-warranty work, and explores opportunities for product enhancements and upgrades. The role also helps lead regional ride commissioning projects, develops departmental procedures and work instructions, interfaces with channel partners on field issues, and prepares formal site reports. The position involves 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 nonconforming-material control through Non-Conformance Reports, and travels to client sites for planned work, urgent requests, and client engagement. During peak periods, the role may support clients globally.
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 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 queries related to 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 performing warranty and out-of-warranty work.
- Represent Customer Service Account Management in exploring client opportunities for product enhancements and upgrades.
- Assist in leading regional ride commissioning projects, either by performing site work or overseeing assigned lead ride commissioning personnel.
- Develop standard operating procedures and work instructions concerning departmental functionality.
- Work with channel partners to resolve reported field issues.
- Compile formal site reports documenting work completed during initial product 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 part of after-sales support.
- Support nonconforming-material control by submitting 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
