Customer Support Engineer - F/M

Exail; Hamburg; Sur place; EUR 50 000 - 70 000; Plein temps

Résumé du poste

A support technology firm based in Hamburg seeks an experienced support engineer to provide customer service in the fields of defense, offshore, and oil & gas. This role involves on-site and remote support, documentation of customer interactions, and coordination with various teams. Ideal candidates will hold a Bachelor's degree in engineering, have experience with maritime systems, and be fluent in German and English. Opportunities for international missions are available.

Qualifications

• 2 years’ experience with high technology products.
• Experience with maritime vehicles, navigation systems, or acoustic positioning preferred.
• Fluency in German and English is mandatory.

Responsabilités

• Represent the company to customers both internally and externally.
• Document, analyze, and resolve customer claims.
• Conduct installation, commissioning, and training on products.
• Interact with sales and project teams on support cases.

Connaissances

Customer service orientation

Analytical skills

Problem-solving

Technical curiosity

Communication (verbal and written)

Multicultural awareness

Formation

Bachelor’s degree in engineering

Description du poste

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.

Your Expertise

Profil de candidat recherché :

• 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.