Customer Support Engineer

Doppelmayr CTEC•Salt Lake City, UT

About The Position

With innovative ropeways, the Doppelmayr teams ensure world records, eye-catching highlights and enthusiasm among customers and passengers. We develop mobility solutions for the future and high-performance material handling systems for use all over the world. This is made possible by our employees, who implement our unique projects and always generate enthusiasm with innovative ideas. Doppelmayr USA, Inc. believes that by increasing the diversity of our teams we can create new perspectives and inspiring results and can make a difference in the communities of our employees, our customers, and the world. We are seeking a Customer Support Engineer who will provide direct technical and regulatory support to customers and internal service teams for our aerial tramway products. This role is ideal for individuals with hands‑on mechanical/electrical equipment startup and maintenance experience who enjoy problem‑solving, documentation, and cross‑functional teamwork. In this role, you will collaborate closely with the Customer Service Manager, Customer Service Technicians, and engineering teams to resolve customer requests, support Service Bulletins, and enhance maintenance documentation for fixed grip and other product lines.

Requirements

Clear, professional communication across email, phone, video, and in person.
Strong understanding of ANSI B77 standards.
Excellent documentation practices for tracking customer requests, actions, and projects.
Ability to develop proficiency with IFS (ERP) and Microsoft 365 (SMS software).
Ability to work cross‑functionally to meet customer needs on time.
Working knowledge of NDT testing procedures and protocols.
Detailed understanding of maintenance manuals for all Doppelmayr product types, with emphasis on fixed grip systems.
Minimum 2 years of relevant experience with mechanical/electrical equipment startup and maintenance.
Bachelor’s degree in an engineering discipline relevant to the Aerial Tramway Industry (Civil, Mechanical, Electrical, Multi‑System, or Structural), or equivalent experience

Responsibilities

Support and manage customer requests related to technical and regulatory questions.
Serve as a liaison between the Customer Support Department and engineering teams within the Doppelmayr group.
Promote and manage minor mechanical modifications in the field.
Provide guidance to Customer Service Technicians on regulatory and engineering‑based needs.
Support the Customer Service Manager with internal and external Service Bulletins.
Partner with civil and mechanical engineering teams to provide repair procedures and technical guidance to customers.
Collaborate with engineering teams to review and update maintenance manuals for fixed grip products.
Lead and support customer installation inspections and dynamic load tests.
Work with the customer request manager to facilitate fast resolution of warranty issues.
Attend and support the Customer Service Department at trade shows and industry conferences