Customer Support Engineer (Offshore) - F/M

EXAIL; Scotland; On-site; GBP 40,000 - 65,000; Full time

Job summary

Exail is seeking an Offshore Support Engineer to join a global team of 30+ engineers. Based in Europe, you’ll gain hands-on experience with offshore products and may touch maritime navigation solutions, motion tables and USV operations.

You’ll support customers on vessels and remotely, requiring travel to sites worldwide. The role partners with sales and product teams to identify the best solutions and includes ongoing training and knowledge sharing within an offshore sub-team.

Responsibilities

• Represent Exail to customers both internally and externally.
• On-vessel/site support to customer: Preform 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 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.

Job description

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 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 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

• Preform 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 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.