Customer Support Engineer – F/M – Exail – Haarlem

Exail

#JoinOurCrew

Mission

At the core of the company groups, team up with 30+support engineers across the globe. Belong in a variety of technicalbackgrounds and expertise. Work side by side with our customers both on -siteand remote to assist every step of an exail product integration and operation.This unique position ensures hands-on experience with the full range of exailproducts.

Proudly provide 24/7 support to our customer. Assistthem to meet their day-to-day objectives. Contribute with prompt, accurate andreliable answers to their questions. Whether they need a simple advice or afurther understanding of the technology, they can contact you! Based in theNetherlands commercial office, apply and become a  CustomerSupport 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 Prepare, execute, feedback, debrief, report, andfollow 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 thetime, up to days/year. 

    Profile

    · Degree in electronic, robotics,mechanical or marine science

    · Or 5+year experience, working with high technology products.

    · Ideallyrelevant experience working with inertial navigation, acoustic positioning,sonar systems, or the ability to grow experience on those technologies.

    · Service-orientedattitude and results-oriented culture to provide customer satisfaction.

    · Strong analytical and problem-solving skills.Resourceful.

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

    · Exceptionalcommunication: verbal and written.

    · Multi-culturalawareness and experience.

    · FluentEnglish required, ideally fluent in German.

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