Customer Service

The Customer Service - Product Engineering representing Asia Region (residing in Vietnam), is responsible for supporting clients within their assigned territory for exiting and newly commissioned water slide attractions.

This role requires interaction with several internal groups, such as Project Management, Field Services and Account Management.

**YOUR CHALLENGE**:

- Responsible for the handling and acknowledging of all incoming customer service requests via the electronic ticket system.
- 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.
- Conduct and lead all Asia regional base Ride Commissioning projects.
- Trouble shooting of electrical peripherals that are used in conjunction with the custom ride control system, which can include technologies such as sensors, networking communications, weight scales, red-light green-light systems, pumps, and human machine interfaces HMI(s).
- 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.
- 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.

**WHAT YOU BRING TO THE ROLE**:
**Education**
- Bachelor’s Degree or Technologist/Technician in either an Electromechanical or Mechatronics College program. A combination of hands-on work experience and education will be considered in lieu of identified educational requirements.
- 1-2 years in a similar customer-facing role.

**Required Experience**
- Understanding of DC and AC principles, including motor controls such as VFD(s).
- Capable of validating Programmable Logic Controllers and their interfaces to electromechanical inputs and outputs.
- Experience with hands-on activities and comfortable using various handheld mechanical tools, multimeters and other validation test equipment.
- Understanding of networking communication protocols (EtherNet/IP, PROFINET, Modbus TCP/IP, Fiber Optics).
- Working directly with the assigned Project Manager, via electronic communications and through verbal conversations.
- Interpreting mechanical, electrical and plumbing drawings (MEP).
- Comfortable using E-drawing or SolidWorks to review parts as required.
- Working directly with end customers, via electronic communications and through verbal conversations.

**Competencies**
- Capability to communicate in English and Vietnamese both written and spoken
- Interpersonal and team leadership skills.
- Time management and organizational skills in a technical environment.
- Analytical skills, problem solving and sound business judgment.
- A willingness to travel as required, throughout assigned territory.

**Working Conditions**
- Commissioned Water Park locations.
- New water park construction sites.
- Travel opportunities at times, to other regions globally.

Please note that all recruitment activities are conducted internally by our Talent & Culture team, and we are not currently working with any staffing firms. Any inquiries or communication regarding this position should be directed to our Talent & Culture team.