Postée il y a 24 heures
Exail est une entreprise industrielle de haute technologie spécialisée dans les technologies de pointe en robotique, maritime, navigation, aérospatiale et photonique.
Dotée d'une forte culture entrepreneuriale, Exail offre des performances, une fiabilité et une sécurité inégalées à ses clients civils et militaires opérant dans des environnements difficiles. Des profondeurs de la mer à l'espace, Exail étend ses capacités grâce à une gamme complète de composants, de produits et de systèmes robustes fabriqués en interne. Employant 1 500 personnes dans le monde, la société bénéficie d'une empreinte mondiale et exerce ses activités dans plus de 80 pays.
Exail est née de l'union des forces du groupe ECA et d'iXblue en 2022. C'est une filiale d'Exail Technologies, une entreprise familiale spécialisée dans la haute technologie.
Our regional office in Lincoln requires a specialist Customer Support Technician-Engineer to support the Sales and Service team with a focus on the Motion Simulation Division (MSD) and its associated range of simulators.
Job Description :
Provide high-level technical support to US and international clients for Motion Simulators, Inertial Systems, Unmanned Surface Vessels and Robotics. You will BE the main point of contact for Sales and Service of MSD customers, installing new systems, ensuring timely resolution of technical issues, tracking interventions, and maintaining high levels of customer satisfaction.
Key Responsibilities :
1. Technical Support :
- Deliver first and second-level technical support to Exail customers via phone, email, or ticketing systems.
- Install new systems
- Diagnose and resolve technical problems Motion Simulators in collaboration with internal teams (R&D, production).
- Give Technical Support to the Sales Team
- Ensure configuration and updates of software/firmware on the machines.
- Develop detailed troubleshooting procedures and technical documentation.
2. Customer Training and Assistance :
- Train end-users on the operation, maintenance, and optimization of Motion Simulators.
- Prepare and deliver training materials (videos, manuals, webinars) tailored to international clients.
- Provide post-installation support and follow-up on machine performance.
3. Incident Management :
- Log and track incidents using a ticket management system.
- Proactively communicate with customers to update them on the progress of their cases.
- Collaborate with R&D and production teams to escalate recurring or critical issues.
- Propose corrective and preventive actions to minimize future incidents.
4. Customer Satisfaction Monitoring :
- Measure customer satisfaction and implement corrective actions if necessary.
- Maintain excellent communication with customers to ensure high-quality service.
- Participate in continuous improvement efforts for support processes.
5. Commercial Support :
- Assist the sales team with technical information for service offers.
- Provide technical feedback to help tailor machines to customer needs.
- Participate in international trade shows and client visits to provide technical or demonstrative support.
Required Skills :
· Technical Skills :
- In-depth knowledge of special machines and industrial environments.
- Expertise in servo systems, electronics, mechanics, automation, and/or robotics.
- Proficiency in diagnostic tools, industrial software, and embedded systems.
- Experience with ticket management systems (e.g., Jira, Zendesk).
- Proficiency in MS Office suite of software.
· Languages : English (spoken and written). Foreign languages are advantageous
· Communication :
- Must BE a good communicator. Ability to explain complex technical concepts to non-experts.
- Team player.
- Self-motivated.
- Strong interpersonal skills and customer service orientation.
- Ability to handle stressful situations and prioritize tasks effectively.
Desired Profile :
· Education : Bachelor's or Master's degree in Engineering (Electronics, Mechanical, Automation, Measurement) or a related field.
· Experience : 3 to 5 years of experience in technical support or after-sales, ideally in an international setting and with experience in Motion Simulators.
· Autonomy : Ability to work independently and make quick decisions to resolve issues.
· Mobility : Willingness to travel in USA and internationally up to 100 days a year.
Benefits :
· Competitive salary and benefits package.
· Opportunities for continuous learning and development.
· Dynamic, international work environment.
· Involvement in innovative projects in the field of industrial machinery.
Required Skills :
· Technical Skills :
- In-depth knowledge of special machines and industrial environments.
- Expertise in servo systems, electronics, mechanics, automation, and/or robotics.
- Proficiency in diagnostic tools, industrial software, and embedded systems.
- Experience with ticket management systems (e.g., Jira, Zendesk).
- Proficiency in MS Office suite of software.
· Languages : English (spoken and written). Foreign languages are advantageous
· Communication :
- Must BE a good communicator. Ability to explain complex technical concepts to non-experts.
- Team player.
- Self-motivated.
- Strong interpersonal skills and customer service orientation.
- Ability to handle stressful situations and prioritize tasks effectively.
Desired Profile :
· Education : Bachelor's or Master's degree in Engineering (Electronics, Mechanical, Automation, Measurement) or a related field.
· Experience : 3 to 5 years of experience in technical support or after-sales, ideally in an international setting and with experience in Motion Simulators.
· Autonomy : Ability to work independently and make quick decisions to resolve issues.
· Mobility : Willingness to travel in USA and internationally up to 100 days a year.
Benefits :
· Competitive salary and benefits package.
· Opportunities for continuous learning and development.
· Dynamic, international work environment.
· Involvement in innovative projects in the field of industrial machinery.