Offshore customer support engineer - Europe - F/M

Exail; Aberdeen City; Hybrid; GBP 80,000 - 100,000; Full time

Job summary

A leading marine technology company is seeking an Offshore Support Engineer to provide exceptional customer support both remotely and on-site. This role involves significant travel (up to 140 days/year) and requires skills in engineering and strong analytical abilities. Ideal candidates can have a relevant degree or considerable offshore experience. The position promotes a hybrid work model post-training.

Qualifications

• 5+ years experience in offshore industry in a technical role.
• Bachelor’s degree in relevant field or military background with offshore experience.
• Understanding of offshore environment and operations.

Responsibilities

• Provide remote support to customers and represent the company.
• Perform on-site support for customers on vessels.
• Interact with internal teams to resolve support cases.

Skills

Analytical skills

Problem-solving skills

Communication skills

Service-oriented attitude

Teamwork

Education

Bachelor’s degree in engineering/science

5+ years experience in offshore industry

Military background with relevant offshore experience

Tools

MS Office suite

Job description

Overview

Sitting 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, Exail 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

• Remote support to customer: Represent Exail to customers both internally and externally.
• On-vessel/site support to customer: Preform or support customers performing positioning operations on vessels, likely 4 weeks at a time
• Pre-survey, installation, commissioning, training, demo, technical assistance.
• Prepare, execute, feedback, debrief, report, and follow up.
• Worldwide movement
• 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.

Location

Europe, hybrid offshore/office/remote (home office) work once trained. Located within easy travel of our Aberdeen, Haarlem, Brest, La Ciotat or Saint-Germain offices advantageous.

Travel

Expected 40% of the time, up to 140 days/year.

Travel Regions

Right to work in relevant local office, EU citizen or able to work in EU for at least 90 days out of 180.

Qualifications

• 5+ years experience offshore industry in a technical role, ideally survey engineering or survey related.
• Or Bachelor’s degree in engineering/science (Electronic, robotics, mechanical or ocean engineering) with relevant experience and training with some offshore experience
• Or 5+ years experience working with high technology products or military background with some relevant offshore experience
• Understanding and experience of 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

Physical Requirements

• Comfortable working on boats at sea worldwide
• Able to obtain and maintain an offshore medical and applicable offshore trainings