Customer Support Engineer
il y a 1 mois
Exail is a leading high-tech industrial group specializing in cutting-edge robotics, maritime, navigation, aerospace, and photonics technologies. With a strong entrepreneurial culture, Exail delivers unrivaled performance, reliability and safety to its civil and defense clients operating in severe environments.
From the deep sea to outer space, Exail expands their capabilities with a full range of robust in-house manufactured components, products, and systems. Employing a workforce of 1500 people worldwide, the company benefits from a global footprint and conducts its business in over 80 countries.
Exail was formed by ECA Group and iXblue joining forces in 2022. It is a subsidiary of Exail Technologies, a specialized group in high technology.
**Join Exail Customer Support team**:
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 customer. Assist them to meet their day-to-day objectives. Contribute with prompt, accurate and reliable answers to their questions. Whether they need a simple advice or a further understanding of the technology, they can contact you Based in our La Ciotat office, at the heart of our subsea imagery office.
**Your duties and responsibilities**:
- Represent Exail to customers both internally and externally.
- Remote support to customer:
- Follow-up and respond all hot-line, hot-mail, and customer requests.
- Document, analyze, report, resolve and record customer claims on the database.
- On-site support to customer:
- Pre-survey, installation, commissioning, training, demo, technical assistance.
- Prepare, execute, feedback, debrief, report, and follow up.
- Within EMEA geographical zone and occasionally outside.
- Internal support:
- Interact with all Exail teams to move forward your support cases.
- Assist sales team and project teams on pre-sale and after sales activities.
- Link with the maintenance team for maintenance follow up.
- Link with product teams for continuous knowledge and experience improvement
- Team work:
- Go through continuous internal as well as self-directed training on all related products.
- Own and continuously improve back-office support procedures and tools.
- Share and get knowledge, develop skills, with the team.
- Bachelor’s degree in engineering (electronic, robotics, mechanical, marine science )
- 5+ year experience, working with high technology products.
- Ideally relevant experience working with sonar, acoustic positioning, 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.
6+ years
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