Customer Service – Product Engineering

Proslide Technology•Any City, FL

6d•Onsite

About The Position

The Customer Service – Product Engineering representing Southern United States is responsible for supporting clients for their commissioned water slide attractions. This role requires interaction with several internal groups, such as Product Development, Field Services, Supply Management, Operations Engineering, Project Management and Client Account Management.

Requirements

Bachelor’s Degree or Technologist/Technician in Manufacturing, Electrical, Industrial or Mechanical Engineering. A combination of hands-on work experience and education will be considered in lieu of identified educational requirements.
3-5 years in a similar customer facing role and environment.
Experience with hands-on activities and comfortable using various handheld tools required to complete the required work at client site.
Working directly with end customers, via electronic communications and through verbal conversations.
Understanding of DC and AC principles, including motor controls such as VFD(s).
Experience with hands-on activities and using various handheld mechanical tools, multimeters and other validation test equipment.
MS Office applications (Excel, and Word).
Interpreting mechanical, electrical and plumbing drawings.
Comfortable 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 a firm understanding of product life-cycle management.
Analytical skills, problem solving and sound business judgment.
A willingness to travel as required.

Responsibilities

Handling and acknowledging of all incoming customer service requests via the electronic ticket system.
Troubleshooting and resolution of all customer queries related to product operation and performance, in a timely manner.
Providing guidance and recommendation to clients on the overall operations and maintenance of commissioned products.
Supporting third-party contractors on work being conducted, for warranty and out-of-warranty service.
Representing Customer Service Account Management for exploring project opportunities with clients, for product enhancements and upgrades.
Assisting with leading all regional base Ride Commissioning projects, either through the actual site work being conducted or overseeing the work done by assigned lead ride commissioning individuals.
Development of Standard of Operating procedures and Work Instructions on overall functionality of department.
Interfacing with channel partners on the resolution of reported field issues.
Compiling formal site reports on work accomplished during initial product commissioning and customer service visits.
Understanding of Fiberglass technology, in regard to production methods and experience doing minor fiberglass and gelcoat repairs in the field.
Maintaining the commissioned “as-is” baseline on modifications that are provided by ProSlide as part of after-sales support.
Handling and Control of Nonconforming Material, through the submission of a Non-Conformance Reports (NCR).
Traveling to client sites for client engagement opportunities, work to be conducted, which are either planned activities or urgent site visit requests.
Supporting clients on a global basis during peak timeframes.