Field & Product Engineering Customer Specialist

ProSlide Technology Inc.; City of Albany (NY); On-site; USD 65,000 - 95,000; Full time

Job summary

ProSlide Technology Inc. seeks a Customer Service – Product Engineering specialist for the Eastern United States.

You will support clients for commissioned water slide attractions and coordinate with Product Development, Field Services, Supply Management, Operations Engineering and Client Account Management. You will manage service requests, troubleshoot issues, advise on operations and maintenance, and coordinate site visits including ride commissioning projects.

Qualifications

• Bachelor’s Degree or Technologist/Technician in Manufacturing, Electrical, Industrial or Mechanical Engineering.
• 3-5 years in a similar customer facing role and environment.
• 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 VFDs.
• 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.

Responsibilities

• Handle and acknowledge 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.
• Provide 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.

Skills

Interpersonal skills

Time management

Analytical skills

Travel willingness

Education

Engineering degree (Bachelor's/Technologist/Technician)

Tools

MS Office

SolidWorks

E-drawing

Job description

ProSlide Technology Inc. seeks a Customer Service – Product Engineering specialist for the Eastern United States.

You will support clients for commissioned water slide attractions and coordinate with Product Development, Field Services, Supply Management, Operations Engineering and Client Account Management. You will manage service requests, troubleshoot issues, advise on operations and maintenance, and coordinate site visits including ride commissioning projects.