Customer Support Engineer - Laser & Integrated Systems – F/M

As a support engineer, you will work within a division of around 50 people. This dynamic environment brings together a broad range of competencies including optics, lasers, electronics, computing, system, instrumentation, mechanics, ultra-high vacuum and atomic physics.

Joining us, you will be part of a worldwide network of over 40 support engineers at the core of Exail operations. Our team, with diverse technical expertise, works closely with customers - both remotely and on-site to support every stage of product integration and operation.

Your duties and responsibilities

Represent Exail to customers both internally and externally.

Remote support to customers:

• Follow-up and respond to all hot-line, hot-mail, and customer requests.
• Document, analyze, report, resolve and record customer claims on the database.

Internal support:

• Interact with all Exail teams to move forward your support cases.
• Assist sales team and project teams in pre/aftersales activities.
• Factory maintenance and follow up with customers.
• Link with product teams for continuous knowledge and experience improvement.

On-site support to customers within global geographical zones:

• In-situ maintenance & service operations.
• Prepare, execute, feedback, debrief, report, and follow up.
• Installation, commissioning, training, technical assistance.

Teamwork:

• 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.