Customer Service – Product Engineering

The Customer Service – Product Engineering represent ing Southern United States is responsible for support ing clients for their commissioned water slide attractions .

This role requires interaction with several internal groups, such as Product Development , Fie ld Services , Supply Management, Operations Engineering, Project Management and Client Account Management .

• 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 W ork I nstructions 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 H andling , Control of Nonconforming Material, through the submission of a Non -Conformance Report s (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.