As a support engineer, you will work within a division of around 50 people. This dynamic environment brings together a broad range of competencies including optics, lasers, electronics, computing, system, instrumentation, mechanics, ultra-high vacuum and atomic physics.

 

Joining us, you will be part of a worldwide network of over 40 support engineers at the core of Exail operations. Our team, with diverse technical expertise, works closely with customers—both remotely and on-site—to support every stage of product integration and operation.

 

Your duties and responsibilities

Represent Exail to customers both internally and externally.

Remote support to customers:

• Follow-up and respond to all hot-line, hot-mail, and customer requests.
• Document, analyze, report, resolve and record customer claims on the database.

 

Internal support:

• Interact with all Exail teams to move forward your support cases.
• Assist sales team and project teams in pre/after sales activities.
• Factory maintenance and follow up with customers.
• Link with product teams for continuous knowledge and experience improvement

 

On-site support to customers within global geographical zones:

• In-situ maintenance & service operations.
• Prepare, execute, feedback, debrief, report, and follow up.
• Installation, commissioning, training, technical assistance.

 

Teamwork:

• 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:

• Experience on fibered laser sources (or photonics, optoelectronics, quantum/atomic science…), working with equivalent high technology products.
• Relevant experience working with photonics technologies, 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.

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.