Customer Support Engineer
il y a 4 semaines
#JoinOurCrew
Mission
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:
o Pre-survey, installation, commissioning, training, demo, technical assistance.
o 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.
Profile
· Bachelors 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.
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