Customer support engineer - f - m h/f

Exail est une entreprise industrielle de haute technologie spécialisée dans les technologies de pointe en robotique, maritime, navigation, aérospatiale et photonique.

Dotée d'une forte culture entrepreneuriale, Exail offre des performances, une fiabilité et une sécurité inégalées à ses clients civils et militaires opérant dans des environnements difficiles. Des profondeurs de la mer à l'espace, Exail étend ses capacités grâce à une gamme complète de composants, de produits et de systèmes robustes fabriqués en interne. Employant 1 500 personnes dans le monde, la société bénéficie d'une empreinte mondiale et exerce ses activités dans plus de 80 pays.

Exail est née de l'union des forces du groupe ECA et d'iXblue en 2022. C'est une filiale d'Exail Technologies, une entreprise familiale spécialisée dans la haute technologie. Sitting at the core of the company groups, team up with 30+ support engineers across the globe from a variety of technical backgrounds and expertise. By working side by side with customers both on-site and remotely the Customer Support Engineer ensures smooth integration and operation of Exail products. This unique role ensures hands on experience with nearly the full range of Exail solutions, including maritime navigation solutions, motion simulation tables and USV operation among others.

Proudly providing 24/7 support to our customers by assisting them to meet their day-to-day objectives, the Exail support engineer is critical to our success. Responsible for the EU region, the Haarlem based support engineer directly supports customers located in the EU. This work requires on-site travel mainly in the EU with occasional work outside of this geographical zone. Additionally, the support engineer is seen as a technical expert on certain products and will work closely with the sales team to ensure the customer need is understood and the proper solutions are identified.

Duties and responsibilities :
- Represent Exail to customers both internally and externally.
- Remote support to customer :
- Follow-up and respond to hot-line, hot-mail, and customer requests.
- Document, analyze, report and record customer claims on the database.
- Local maintenance and testing of Exail owned and customer owned equipment
- On-site support to customer :
- Pre-survey, installation, commissioning, training, demo, technical assistance.
- Prepare, execute, feedback, debrief, report, and follow up.
- Within EU 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.
- Meet with product managers in France for updates on product development.
- Team
- 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 develop knowledge, new skills, with the team.