Customer Service – Product Engineering

Proslide Technology•Philadelphia, PA

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 works with internal teams including Product Development, Field Services, Supply Management, Operations Engineering, Project Management, and Client Account Management. The role may also support clients globally during peak periods and involves travel to commissioned water park sites.

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.
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 all incoming customer service requests through the electronic ticket system.
Troubleshoot and resolve customer questions related to product operation and performance in a timely manner.
Guide and advise clients 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 project 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 departmental standard operating procedures and work instructions covering overall functionality.
Work with channel partners to resolve reported field issues.
Compile formal site reports documenting work performed during initial product commissioning and customer service visits.
Apply knowledge of fiberglass technology and production methods, and perform minor field repairs to fiberglass and gelcoat.
Maintain the commissioned as-is baseline for modifications provided by ProSlide as after-sales support.
Support the handling and control of nonconforming material by submitting Non-Conformance Reports (NCRs).
Travel to client sites for client engagement, planned work, and urgent site visit requests.
Support clients globally during peak timeframes.