Job Description
#JoinOurCrew
Mission
At the core of the company groups, team up with 30+ support engineers across the globe. Coming from a variety of different technical backgrounds and expertise, working side by side with our customers both on-site and remotely to assist at every step of an Exail product integration and operation. This unique position ensures hands-on experience with the full range of Exail products.
Proudly providing 24/7 support to our customers, this is a unique and varied role, offshore industry focused but also working across the full civil, scientific, and military spectrum of applications. This is a genuinely varied and unusual role that will suit someone looking for variety, challenge, and with a sense of adventure.
Based in the Aberdeen office, apply and become our next Customer Support Engineer.
Your duties and responsibilities
* Represent Exail to customers both internally and externally.
* Provide remote support to customers:
* Follow-up and respond to all hotline, email, and customer requests.
* Document, analyze, report, resolve, and record customer claims in the database.
* Provide on-site support to customers:
* Perform in-situ maintenance and service operations.
* Prepare, execute, feedback, debrief, report, and follow up.
* Support within the EMEA geographical zone and occasionally outside.
* Internal support:
* Interact with all Exail teams to advance support cases.
* Assist sales and project teams with pre-sales and after-sales activities.
* Coordinate with the maintenance team for maintenance follow-up.
* Collaborate with product teams for continuous knowledge and experience improvement.
* Participate in ongoing internal and self-directed training on all related products.
* Own and improve back-office support procedures and tools.
* Share knowledge, develop skills within the team.
Travel: Approximately 30% of the time, up to several days per year.
Profile
* Bachelor's degree/HND in engineering (electronic, robotics, mechanical, marine science)
* Or 3+ years of experience working with high technology products.
* Ideally relevant experience with inertial navigation, acoustic positioning, sonar systems, or the ability to grow expertise in these technologies.
* Service-oriented attitude and results-oriented culture to ensure customer satisfaction.
* Strong analytical and problem-solving skills. Resourceful in front of customers.
* Self-motivated, technically curious, able to think and work independently.
* Exceptional verbal and written communication skills.
* Multi-cultural awareness and experience.
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