jobid=A.0.0501
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 provides hands-on experience with a wide range of Exail solutions, including maritime navigation, motion simulation tables, and USV operation.
Proudly providing 24/7 support to our customers by assisting them in meeting 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 in the EU. This role requires on-site travel mainly within the EU, with occasional work outside this geographical zone. The support engineer is also regarded as a technical expert on certain products and collaborates closely with the sales team to understand customer needs and identify proper solutions.
Duties and Responsibilities
- Represent Exail to customers both internally and externally.
- Provide remote support to customers, including follow-up and response to hotline, email, and customer requests.
- Document, analyze, report, and record customer claims in the database.
- Perform local maintenance and testing of Exail-owned and customer-owned equipment.
- Provide on-site support, including pre-survey, installation, commissioning, training, demos, and technical assistance.
- Prepare, execute, debrief, report, and follow up on support activities.
- Travel within the EU and occasionally outside the region.
- Collaborate with internal teams to advance support cases.
- Assist sales and project teams during pre-sales and post-sales activities.
- Coordinate with the maintenance team for follow-up on maintenance issues.
- Meet with product managers in France for updates on product development.
- Participate in ongoing internal and self-directed training on related products.
- Own and improve support procedures and tools continuously.
- Share knowledge and develop new skills within the team.
Qualifications
- Bachelor’s degree in engineering or science (Electronic, Robotics, Mechanical, or Ocean Engineering) or relevant experience and training.
- Or 5+ years of experience working with high-tech products or military background.
- Service-oriented attitude with a results-driven approach to customer satisfaction.
- Strong analytical and problem-solving skills.
- Resourceful, able to work under pressure, independently or in a team.
- Self-motivated, technically curious, and capable of independent work.
- Excellent verbal and written English communication skills; fluency in German is a plus.
- Multi-cultural awareness and experience.
- Knowledge of inertial navigation, underwater acoustics, survey, or gyrocompasses is advantageous.
- Proficient in MS Office Suite.
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