Customer Service – Product Engineering

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. 

YOUR CHALLENGE: 

• Responsible for the handling and acknowledging of all incoming customer service requests via the electronic ticket system. 

• Trouble shooting and the 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. 

• Support third party contractors on work being conducted, for warranty and out of warranty service. 

• Represent Customer Service Account Management for exploring project opportunities with clients, for product enhancements and upgrades. 

• Assist 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. 

• Interface with channel partners on the resolution of reported field issues. 

• Compile 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. 

• Maintain the commissioned “as-is” baseline on modifications that are provided by ProSlide as part of after sales support. 

• Support the
  Handling, Control of Nonconforming Material, through the submission of a Non-Conformance Reports (NCR). 

• Travel to client sites for client engagement opportunities, work to be conducted, which are either planned activities or urgent site visit requests.  

• During peak timeframes, they will
  be required to support clients on a global basis. 

WHAT YOU BRING TO THE ROLE: 

Education 

• 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. 

Required Experience 

• 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. 

Competencies 

• 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.