What are the responsibilities and job description for the Customer Support Engineer position at Doppelmayr CTEC?

Customer Support Engineer

With innovative ropeways, the Doppelmayr teams ensure world records, eye-catching highlights and enthusiasm among customers and passengers. We develop mobility solutions for the future and high-performance material handling systems for use all over the world. This is made possible by our employees, who implement our unique projects and always generate enthusiasm with innovative ideas.

Doppelmayr USA, Inc. believes that by increasing the diversity of our teams we can create new perspectives and inspiring results and can make a difference in the communities of our employees, our customers, and the world. We encourage applications from women, minority groups, veterans, and people with disabilities and strive to make inclusion a part of everything we do.

We're looking for a highly detail-oriented Warranty Request Manager to join our team. The Warranty Request Manager is responsible for maintaining strong customer relationships and achieving excellent customer satisfaction levels. Paramount to your success is demonstrating a high level of organizational competence and initiative to engage with customers and internal stakeholders.

Your Key Responsibilities

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 Punch List and warranty Issues.
Look after the interest of our customers so that they maintain a favorable view of Doppelmayr.

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.

Manage 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.

Your Profile

3 years of experience working in customer service

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 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 Skills in MS Office Suite, ERP / MRP System(s), customer service and work order administration software skills required.

Working conditions : Employment status is full-time. Traveling up to 10% may be required.

Your Benefits

Doppelmayr USA offers :

401(k), including company match

Health, dental, vision, and life insurance

Health savings account

Employee assistance program

Paid time off

We do not accept applications or inquiries from third-party recruiting agencies or staffing firms. All candidates must apply directly through our official channels. Any unsolicited resumes or profiles submitted by third-party agencies will not be considered. We will not be responsible for any fees associated with unsolicited candidates.

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Customer Support Engineer

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