Customer Support Engineer - F/M

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.

Exciting fields of application: Mainly in Defense (Naval, Subsea), Offshore, Oil & Gas, Geosciences.

Based in Hamburg with international missions.

Main destinations: Europe and Middle East (EMEA) and occasionally in Asia or America.

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 gain knowledge, develop skills with the team.

Profile

Your expertise:

• Bachelor’s degree in engineering (electronic, robotics, mechanical, marine science…)
• Ideally 2 years’ experience, working with high technology products.
• Ideally relevant experience working with maritime vehicles (AUV/USV), navigation systems, acoustic positioning, inertial navigation, 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.
• Multicultural awareness and experience.
• Fluent in German & English required.