Customer Service – Product Engineering

ProSlide Technology Inc.; Charlotte (NC); On-site; USD 65,000 - 90,000; Full time

Job summary

ProSlide Technology Inc. is seeking a Customer Service – Product Engineering specialist to support commissioned water slide attractions in the Eastern United States.

You will work with Product Development, Field Services, Supply Management, Operations Engineering, Project Management and Client Account Management to ensure service excellence. Expect travel to client sites, including peak season engagements, and hands-on work with electrical and mechanical systems.

Qualifications

• Bachelor’s degree in Manufacturing, Electrical, Industrial or Mechanical Engineering.
• 3–5 years in a similar customer facing role.

Responsibilities

• Handle and acknowledge all incoming customer service requests via the electronic ticket system.
• Troubleshoot and resolve customer queries related to product operation and performance.
• Provide guidance on operations and maintenance of commissioned products.
• Support third party contractors on warranty and non-warranty service.
• Represent Customer Service Account Management to explore project opportunities with clients.
• Assist in leading regional Ride Commissioning projects on-site or supervising leads.
• Develop SOPs and Work Instructions for the department.
• Interface with channel partners to resolve field issues.
• Compile formal site reports on commissioning and service visits.
• Understand fiberglass production methods and perform minor repairs in the field.
• Maintain the ‘as-is’ baseline on modifications provided by ProSlide.
• Submit Non-Conformance Reports for nonconforming material.
• Travel to client sites for engagement opportunities; support global clients during peak times.

Skills

Customer facing

Electrical knowledge

Mechanical tools

MS Office

Reading drawings

SolidWorks

VFDs understanding

Travel willingness

Education

Bachelor’s Degree in Engineering

Tools

E-drawing

SolidWorks

Job description

The Customer Service – Product Engineering representing Eastern 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.

Number of vacancies for this role: 1

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, on 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.

Working Conditions

• Commissioned Water Park locations.
• Travel opportunities at times, for participation related to Ride Commissioning during peak seasonal opening.

ADDITIONAL INFORMATION:

Human-led Hiring

ProSlide does not use artificial intelligence (AI) to screen, assess, or select applicants. Applications are reviewed by our Talent & Culture team.

Recruitment Practices

Please note that all recruitment activities are conducted internally by our Talent & Culture team, and we are not currently working with any staffing firms. Any inquiries or communication regarding this position should be directed to our Talent & Culture team.

Accessibility and Inclusion

ProSlide Technology is committed to ensuring that our workplace and our hiring practices are inclusive and accessible to all individuals, including those living with disabilities. We strive to create a culture where every employee feels valued, respected, and supported. Should you require accommodation during the application process, please contact us and we will work with you to provide reasonable accommodations that suit your needs.