Customer Service – Product Engineering

ProSlide Technology; Mirando City (TX); On-site; USD 65,000 - 90,000; Full time

Job summary

ProSlide Technology is seeking a Customer Service – Product Engineering specialist to support the Southern United States for commissioned water slide attractions. The role involves handling service requests, troubleshooting, and guiding clients on operations and maintenance.

Travel to client sites is expected to support commissioning and after-sales activities. The ideal candidate has 3–5 years in a customer-facing role, hands-on mechanical and electrical skills, and familiarity with drawings

Qualifications

• Bachelor's degree in engineering or technologist/technician level 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 e-ticket system.
• Troubleshoot and resolve customer queries related to product operation and performance.
• Provide guidance on operations and maintenance of commissioned products.

Skills

Hands-on tools

MS Office

Solidworks

VFDs

Electrical knowledge

Mechanical drawings

Education

Bachelor's degree in engineering

Tools

Solidworks

E-drawing

Job description

The Customer Service – Product Engineering representing Southern United States is responsible for supporting clients for their commissioned water slide attractions.

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.