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/after sales 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.

Your Expertise

Profil de candidat recherché :

• Experience on fibered laser sources (or photonics, optoelectronics, quantum/atomic science…), working with equivalent high technology products.
• Relevant experience working with photonics technologies, 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.