At the core of the company groups, team up with 30+ support engineers across the globe. Belong in a variety of technical backgrounds and expertise. Work side by side with our customers both on-site and remote to assist every step of an Exail product integration and operation. This unique position ensures hands-on experience with the full range of Exail products.
Proudly provide 24/7 support to our customers. Assist them to meet their day-to-day objectives. Contribute with prompt, accurate, and reliable answers to their questions. Whether they need simple advice or a further understanding of the technology, they can contact you! Based in the Aberdeen commercial office, apply and become a Customer Support Engineer.
Your duties and responsibilities:
* Represent Exail to customers both internally and externally.
* Remote support to customers:
o Follow-up and respond to all hot-line, hot-mail, and customer requests.
o Document, analyze, report, resolve, and record customer claims on the database.
* On-site support to customers:
o Pre-survey, installation, commissioning, training, demo, technical assistance.
o In-situ maintenance & service operations.
o Prepare, execute, feedback, debrief, report, and follow up.
o Within EMEA geographical zone and occasionally outside.
* Internal support:
o Interact with all Exail teams to move forward your support cases.
o Assist sales team and project teams on pre-sale and after-sales activities.
o Link with the maintenance team for maintenance follow-up.
o Link with product teams for continuous knowledge and experience improvement.
* Teamwork:
o Go through continuous internal as well as self-directed training on all related products.
o Own and continuously improve back-office support procedures and tools.
o Share and gain knowledge, develop skills, with the team.
Travel: 30% of the time, up to 110 days/year.
Minimum Requirements:
* Bachelor’s degree in engineering (electronic, robotics, mechanical, marine science…)
* Or 5+ years of experience working with high technology products.
* Ideally relevant experience working with inertial navigation, acoustic positioning, sonar systems, or the ability to grow experience on those technologies.
* Service-oriented attitude and results-oriented culture to provide customer satisfaction.
* Strong analytical and problem-solving skills. Resourceful.
* Self-motivated, technically curious, ability to think and work independently.
* Exceptional communication: verbal and written.
* Multi-cultural awareness and experience.
* Fluent English required.
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