Customer Support Engineer - F - M H/F Exail

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.