Customer Service – Product Engineering

ProSlide Technology Inc.; Town of Florida (NY); On-site; USD 70,000 - 100,000; Full time

Job summary

ProSlide Technology Inc. is seeking a Customer Service - Product Engineering representative for the Southern United States.

The role involves supporting clients of commissioned water slide attractions and coordinating with Product Development, Field Services, Supply Management, Operations Engineering, Project Management, and Client Account Management. You will travel to client sites, troubleshoot, guide operations and maintenance, and assist third-party contractors on warranty and non-warranty

Qualifications

• Bachelor's degree in Manufacturing, Electrical, Industrial or Mechanical Engineering; hands-on experience may substitute for formal education.
• 3-5 years in a similar customer facing role.
• Experience with hands-on activities and using various handheld tools at client sites.
• Understanding of DC and AC principles, including motor controls such as VFDs.
• Ability to read mechanical, electrical and plumbing drawings.
• Experience with E-drawing or SolidWorks to review parts.
• Proficiency with MS Office.

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 in a timely manner.
• Provide guidance on operations and maintenance of commissioned products to clients.
• Support third party contractors on warranty and non-warranty service.
• Represent Customer Service Account Management to explore project opportunities for product enhancements.
• Assist with leading regional base Ride Commissioning projects, on site or by overseeing assigned technicians.
• Develop SOPs and Work Instructions for department functionality.
• Interface with channel partners to resolve field issues.
• Compile formal site reports on work performed during commissioning and service visits.
• Travel to client sites for engagement opportunities; peak times may require global support.

Skills

Interpersonal skills

Team leadership

Time management

Analytical thinking

Problem solving

Willingness to travel

Education

Bachelor's Degree in Engineering

Tools

SolidWorks

EDrawing

Multimeters

MS Office

Job description

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 project s, 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 re pairs 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.