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.
* Remote support to customer:
o Follow-up and respond to all hotline, hotmail, and customer requests.
o Document, analyze, report, resolve, and record customer claims on the database.
* On-site support to customer:
o Pre-survey, installation, commissioning, training, demo, technical assistance.
o In-situ maintenance & service operations.
o Prepare, execute, feedback, debrief, report, and follow up.
o Within the EMEA geographical zone and occasionally outside.
* Internal support:
o Interact with all Exail teams to progress your support cases.
o Assist sales and project teams on pre-sale and after-sales activities.
o Coordinate with the maintenance team for follow-up.
o Collaborate with product teams for continuous knowledge and experience improvement.
* Teamwork:
o Participate in continuous internal and self-directed training on all related products.
o Own and improve support procedures and tools.
o Share knowledge, develop skills within the team.
Travel: 30% of the time, up to 110 days/year.
Candidate Profile
* Bachelor’s degree/HND in engineering (electronic, robotics, mechanical, marine science…)
* Or 3+ years of experience working with high technology products.
* Ideally experience with inertial navigation, acoustic positioning, sonar systems, or willing to grow expertise in these technologies.
* Service-oriented attitude and results-driven culture to ensure customer satisfaction.
* Strong analytical and problem-solving skills. Resourceful in front of customers.
* Self-motivated, technically curious, able to work independently.
* Exceptional verbal and written communication skills.
* Multi-cultural awareness and experience.
* Fluent English required.
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