Customer Service – Product Engineering

This is a fully remote position, open to applicants in New York.

📋 Description

• Manage and acknowledge incoming customer service inquiries via the electronic ticketing system

• Diagnose and resolve customer issues pertaining to product functionality and performance

• Offer clients guidance and suggestions regarding the operation and upkeep of deployed products

• Assist third-party contractors with warranty and non-warranty service tasks

• Identify project opportunities with clients for product enhancements and upgrades

• Aid in regional Ride Commissioning projects through site activities or supervision of designated commissioning staff

• Create standard operating procedures and work instructions for departmental operations

• Collaborate with channel partners to address reported field issues

• Generate formal site reports for initial commissioning and customer service visits

• Maintain the commissioned “as-is” baseline for ProSlide after-sales modifications

• Oversee control of nonconforming materials through Non-Conformance Reports (NCR)

• Travel to client locations for scheduled activities and urgent service requests

• Provide global client support during peak periods

⛳️ Requirements

• Bachelor’s Degree or Technologist/Technician in Manufacturing, Electrical, Industrial, or Mechanical Engineering

• A blend of practical work experience and education will be considered in place of specified educational qualifications

• 3-5 years of experience in a similar customer-facing position and environment

• Practical experience using handheld tools at client locations

• Experience interacting directly with end customers through electronic and verbal means

• Knowledge of DC and AC principles, including motor controls such as VFD(s)

• Familiarity with mechanical tools, multimeters, and validation testing equipment

• Proficient in MS Office applications, particularly Excel and Word

• Ability to read and interpret mechanical, electrical, and plumbing diagrams

• Comfortable using E-drawing or Solidworks for reviewing parts

• Strong interpersonal and team leadership abilities

• Effective time management and organizational skills in a technical setting

• Understanding of product life-cycle management

• Strong analytical, problem-solving, and sound business judgment capabilities

• Willingness to travel as needed

• Familiarity with fiberglass technology and production techniques

• Experience in performing minor fiberglass and gelcoat repairs in the field

🏝️ Benefits

• Opportunities for travel related to Ride Commissioning during peak seasonal openings

• Chance to visit client sites for engagement opportunities and service tasks

• An inclusive and accessible workplace with fair hiring practices

• Reasonable accommodations available during the application process