Exail
Customer Support Engineer (Offshore) - F/M
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Role Overview
At the core of the company groups, team up with 30+ support engineers across the globe from a variety of technical backgrounds and expertise. By working side by side with customers both on-site and remotely, the Support team ensures smooth integration and operation of Exail products. This unique role ensures hands-on experience primarily with Exail’s range of offshore product solutions, but may also include maritime navigation solutions, motion simulation tables, and USV operation among others.
Proudly providing 24/7 support to our customers by assisting them to meet their day-to-day objectives, the Exail support team is critical to our success. Responsible for the offshore market, the offshore support engineer is Europe-based but supporting offshore customers and operations globally. This requires on-site travel to customer sites and offshore vessels globally. Additionally, the offshore support engineer is seen as a technical expert on the offshore product range and will work closely with the sales team to ensure the customer need is understood and the proper solutions are identified.
Duties and Responsibilities
- Represent Exail to customers both internally and externally.
- Office and field
- On-vessel/site Support To Customer
- Perform or support customers performing positioning operations on vessels, some 4-6 weeks at a time.
- Pre-survey, installation, commissioning, training, demo, technical assistance.
- Prepare, execute, feedback, debrief, report, and follow up.
- Worldwide movement.
- Remote support to customer:
- Support remote operations in real time potentially across time zones if required.
- Document, analyze, report, and record customer claims on the database.
- Internal support
- Interact with all Exail teams to move forward your support cases.
- Assist the sales team and project teams on pre-sale and after-sales activities.
- Meet with product managers in France for updates on product development.
- Team
- Go through continuous internal as well as self-directed training on all related products.
- Own and continuously improve back-office support procedures and tools.
- As part of an offshore sub-team within the global support team, share and develop knowledge, new skills, with the team.
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Profil De Candidat Recherché
- 3+ years experience offshore industry in a technical role, a role linked to survey engineering or survey-related, navigation.
- Or Bachelor’s degree in engineering/science (Electronic, robotics, mechanical, or ocean engineering) relevant experience and training with some relevant offshore employment experience.
- Or 3+ year experience, working with high technology products or military background with some relevant sea time.
- Understanding and experience of the offshore environment and operations.
- Ability to work in close proximity for protracted periods.
- Strong analytical and problem-solving skills.
- Resourceful and able to work under pressure on your own or in a team.
- Flexible approach to changeable and non-standard working routines.
- Excellent English communication skills: verbal and written. Additional languages a plus.
- Service-oriented attitude and results-oriented culture to provide customer satisfaction.
- Self-motivated, technically curious, able to think and work independently.
- Multi-cultural awareness and experience.
- Knowledge of inertial navigation, underwater acoustics, survey, or gyrocompasses advantageous.
- Proficient in MS office suite.
- Drilling or Production plant-related engineering experience is likely not suitable.
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Physical Requirements
- Comfortable working on vessels at sea worldwide.
- Able to obtain and maintain an offshore medical and applicable offshore trainings.
Location/Travel
- Europe, hybrid offshore/office/remote (home office) work once trained.
- Expected to be available to do 40% of the time, up to 140 days/year.
- Right to work in the relevant local office, EU citizen or able to work in EU for at least 90 days out of 180.
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