Customer Support Engineer

il y a 2 jours

SaintGermainenLaye, France EXAIL Temps plein

**Context**:

- Based in Saint-Germain-En-Laye with **international missions**.
- Main destinations**:Europe** and **Middle East** (EMEA) and occasionally in **Asia** or **America**.
- Travel: 30% of the time, up to 110 days/year.
- Reporting**:Support Operations Manager - EMEA.

**Your duties and responsibilities**:

- Represent Exail to customers both internally and externally.
- Remote support to customer:

- Follow-up and respond to 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.
- In-situ maintenance & service operations.
- 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.

**Your expertise**:

- Bachelor’s degree in engineering (electronic, robotics, mechanical, marine science )
- 5+ year experience, working with high technology products.
- Ideally relevant experience working with inertial navigation, navigation 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.

About EXAIL

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 2000 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 family-owned company specialized in high-technology.

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