Customer Support Engineer - F - M H/F - Exail

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.At the core of the company groups, team up with 40+ support engineers across the globe. Belong in a variety of technical backgrounds and expertise. Work side by side with our customers both on -site and remote to assist every step of an exail product integration and operation. This unique position ensures hands-on experience with the full range of exail products and our customer applications and vehicles integrations across markets.

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 our Saint-Germain-en-Laye office, the headquarter, at the heart of our inertial navigation office, apply and become a Customer Support Engineer.

Context:

- Exciting fields of application: Defense (Naval, Subsea, Land), Offshore, Oil & Gas
- Based in Saint-Germain-En-Laye with international missions.
- 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.

Your expertise:

- Bachelor's degree in engineering (electronic, robotics, mechanical, marine science...)
- 5+ year experience, working with high technology products.
- Ideally relevant experience working with inertial navigation, navigation systems, or the ability to grow experience on those technologies.
- Service-oriented attitude and results-oriented culture to provide customer satisfaction.
- Strong analytical and problem-solving skills. Resourceful.
- Self-motivated, technically curious, ability to think and work independently.
- Exceptional communication: verbal and written.
- Multi-cultural awareness and experience.
- Fluent English required.