Customer Support Engineer
With a rich 130 year history, Doppelmayr is the leading manufacturer of ropeway transportation systems (ski lifts) across the globe.
Doppelmayr products are known for top safety and quality.
Here in the United States we're hiring an experienced Customer Support Engineer with a proven track record of solving complex technical issues.
The Customer Support Engineer is responsible for maintaining strong customer relationships and achieving excellent customer satisfaction levels.
Paramount to your success is demonstrating a high level of technical competence and initiative to engage with customers and internal stakeholders.
The successful candidate will:
Serve as an intermediary and liaison between our customers and Doppelmayr USA to help our customers navigate their issues through the Doppelmayr organization.
Ensure that our customers are satisfied with the outcome of their Customer Requests, Punch List, Warranty Issues and Modification Request.
Work with the Customer Service Department to grow after sales revenue by identifying engineering solutions to customer issues.
The Customer Support Engineer is attached to the Customer Service Department.
Technical Customer Support Provide technical and in-depth product support to customers Develop technical solutions for customer issues, provide repair procedures & technical documentation Address complex customer requests (including non-conformance reports) with involvement from other departments as necessary.
Manage and record all customer cases using the ERP system.
Initiate technical solutions for customer requests.
Review with and obtain approval from Engineering as needed.
Provide estimates to complete commercial proposals for product modifications Work closely with the sales team, engineering, customer support, and other departments Track all customer requests and ensure timely response and resolution; escalate issues to management Evaluate customer needs to suggest upgrades or additional product features Manages Punch List Items For each new ropeway installation, compile all Punch List Items from various sources and various formats on to the standard Punch List Format for communicating, scheduling, tracking, and reporting.
Work with all departments at global offices to resolve Punch List Items.
Order components as needed and expedite their delivery.
Track and expedite each item as they move through the departments then schedule and manage resources for timely completion of Punch List items.
Track the completion of Punch List items and give updates to the management team.
Manage Warranty Claims Determine if customer's warranty claim is valid.
Work with all departments at global offices, including vendors and contractors as needed to resolve warranty claims.
Order warranty components as needed and expedite their delivery.
Schedule and manage resources for timely completion of warranty items.
Track the completion of Warranty Claims and give updates to the management team.
Project Management Ensure that all assigned projects are completed on time, within scope and within budget.
Chair and/or participate in internal and external meetings with customers and internal stakeholders.
Coordinate with cross discipline team members to make sure that all parties are engaged to address customer requests promptly.
Assist with customer training sessions including New Installation Orientation (NIO) sessions each summer.
Serve as a liaison or Project Manager between various Doppelmayr sites located around the globe Qualifications The ideal candidate will possess a Bachelor's degree in engineering or equivalent experience 3
years of experience working in customer service or customer facing engineering role 3
years of working with complex electro-mechanical systems; ropeway and/or ski industry experience strongly preferred Advanced abilities to assist with troubleshooting, repair, or inspection of lift components and systems Highly collaborative with a genuine passion for customer service Impeccable oral & written communication skills; excellent presentation skills Excellent analytical, problem solving and decision-making skills Experience with deescalating critical customer service situations Solid organizational skills including time management and multi-tasking skills Team-building skills with technical and non-technical staff The ability to maintain calm under pressure Proven ability to demonstrate a drive for results and accountability of business needs Computer Skill:
MS Office Suite, ERP/MRP System(s), customer service and work order administration software skills required.
NX 3D software or equivalent, 2D AutoCAD software.
Working conditions:
Employment status is full-time.
Traveling up to 25% may be required.
PI226241781 Recommended Skills 3 D Computer Graphics Software Administration Analytical Auto Cad Business Requirements Claim Processing Estimated Salary: $20 to $28 per hour based on qualifications.
Doppelmayr products are known for top safety and quality.
Here in the United States we're hiring an experienced Customer Support Engineer with a proven track record of solving complex technical issues.
The Customer Support Engineer is responsible for maintaining strong customer relationships and achieving excellent customer satisfaction levels.
Paramount to your success is demonstrating a high level of technical competence and initiative to engage with customers and internal stakeholders.
The successful candidate will:
Serve as an intermediary and liaison between our customers and Doppelmayr USA to help our customers navigate their issues through the Doppelmayr organization.
Ensure that our customers are satisfied with the outcome of their Customer Requests, Punch List, Warranty Issues and Modification Request.
Work with the Customer Service Department to grow after sales revenue by identifying engineering solutions to customer issues.
The Customer Support Engineer is attached to the Customer Service Department.
Technical Customer Support Provide technical and in-depth product support to customers Develop technical solutions for customer issues, provide repair procedures & technical documentation Address complex customer requests (including non-conformance reports) with involvement from other departments as necessary.
Manage and record all customer cases using the ERP system.
Initiate technical solutions for customer requests.
Review with and obtain approval from Engineering as needed.
Provide estimates to complete commercial proposals for product modifications Work closely with the sales team, engineering, customer support, and other departments Track all customer requests and ensure timely response and resolution; escalate issues to management Evaluate customer needs to suggest upgrades or additional product features Manages Punch List Items For each new ropeway installation, compile all Punch List Items from various sources and various formats on to the standard Punch List Format for communicating, scheduling, tracking, and reporting.
Work with all departments at global offices to resolve Punch List Items.
Order components as needed and expedite their delivery.
Track and expedite each item as they move through the departments then schedule and manage resources for timely completion of Punch List items.
Track the completion of Punch List items and give updates to the management team.
Manage Warranty Claims Determine if customer's warranty claim is valid.
Work with all departments at global offices, including vendors and contractors as needed to resolve warranty claims.
Order warranty components as needed and expedite their delivery.
Schedule and manage resources for timely completion of warranty items.
Track the completion of Warranty Claims and give updates to the management team.
Project Management Ensure that all assigned projects are completed on time, within scope and within budget.
Chair and/or participate in internal and external meetings with customers and internal stakeholders.
Coordinate with cross discipline team members to make sure that all parties are engaged to address customer requests promptly.
Assist with customer training sessions including New Installation Orientation (NIO) sessions each summer.
Serve as a liaison or Project Manager between various Doppelmayr sites located around the globe Qualifications The ideal candidate will possess a Bachelor's degree in engineering or equivalent experience 3
years of experience working in customer service or customer facing engineering role 3
years of working with complex electro-mechanical systems; ropeway and/or ski industry experience strongly preferred Advanced abilities to assist with troubleshooting, repair, or inspection of lift components and systems Highly collaborative with a genuine passion for customer service Impeccable oral & written communication skills; excellent presentation skills Excellent analytical, problem solving and decision-making skills Experience with deescalating critical customer service situations Solid organizational skills including time management and multi-tasking skills Team-building skills with technical and non-technical staff The ability to maintain calm under pressure Proven ability to demonstrate a drive for results and accountability of business needs Computer Skill:
MS Office Suite, ERP/MRP System(s), customer service and work order administration software skills required.
NX 3D software or equivalent, 2D AutoCAD software.
Working conditions:
Employment status is full-time.
Traveling up to 25% may be required.
PI226241781 Recommended Skills 3 D Computer Graphics Software Administration Analytical Auto Cad Business Requirements Claim Processing Estimated Salary: $20 to $28 per hour based on qualifications.
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