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 suite 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:
• Follow-up and respond all hot-line, hot-mail, and customer requests.
• 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.

• 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.

Travel:  30% of the time, up to 110 days/year. 

·       Bachelor’s degree/HND in engineering (electronic, robotics, mechanical, marine science…)

·       Or 3+ year experience, working with high technology products.

·       Ideally relevant experience working with inertial navigation, acoustic positioning, sonar 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 in front of customers.

·       Self-motivated, technically curious, ability to think and work independently.

·       Exceptional communication: verbal and written.

·       Multi-cultural awareness and experience.

·       Fluent English required.

Exail is a leading high-tech industrial group specializing in cutting-edge robotics, maritime, navigation, aerospace and photonics technologies. With a strong entrepreneurial culture, Exail delivers unrivaled performance, reliability and safety to its civil and defense clients operating in severe environments. From the deep sea to outer space, Exail expands their capabilities with a full range of robust in-house manufactured components, products and systems. Employing a workforce of 2000 people worldwide, the company benefits from a global footprint and conducts its business in over 80 countries. Exail was formed by ECA Group and iXblue joining forces in 2022. It is a subsidiary of Exail Technologies, a family-owned company specialized in high-technology.