At the core of the company groups, team up with 30+ support engineers across the globe, coming from a variety of different technical backgrounds and expertise. Working side by side with our customers both on-site and remotely to assist at every step of an Exail product integration and operation. This unique position ensures hands-on experience with the full range of Exail products.
Proudly providing 24/7 support to our customers, this is a unique and varied role, offshore industry focused but also working across the full civil, scientific, and military spectrum of applications. This is a genuinely varied and unusual role that will suit someone looking for variety, challenge, and with a sense of adventure.
Based in the Aberdeen office, apply and become our next 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 hotline, hotmail, 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.
* 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.
* Team work:
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 get knowledge, develop skills, with the team.
Travel: 30% of the time, up to 110 days/year.
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