Customer Support Engineer - F/M

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. Based in La Ciotat, at the heart of our maritime autonomy office and sonar activities, apply and become aCustomer Support Engineer .

Exciting fields of application: Mainly in Defense (Naval, Subsea), Offshore , Oil & Gas, Geosciences .

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.