Customer Support Engineer - F/M

Team work:

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 a Customer 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.

Profil De Candidat Recherché

• Bachelor’s degree in engineering (electronic, robotics, mechanical, marine science…)
• Ideally 2 years’ experience, working with high technology products.
• Ideally relevant experience working with sonar/imagery systems, maritime vehicles (AUV/USV), navigation systems, acoustic positioning, inertial navigation 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.