Customer Service – Product Engineering
RemoteUnited States
Job Summary
Handle and acknowledge all incoming customer service requests via the electronic ticket system, troubleshooting product operation and performance issues in a timely manner. Provide guidance on overall operations and maintenance for commissioned water slide attractions while supporting third-party contractors on warranty and out-of-warranty service. Lead regional base Ride Commissioning projects, either through direct site work or by overseeing assigned leads, and compile formal site reports. Interface with channel partners on field issues and explore project opportunities for product enhancements. Maintain the commissioned "as-is" baseline, manage nonconforming materials through NCR submissions, and travel to client sites for engagement and urgent requests. During peak timeframes, support clients on a global basis.
Required 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 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
- A willingness to travel as required
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