What You'll Do

• Research, resolve, and respond to a variety of customer technical issues, while also liaising with our engineering team to resolve software and hardware bugs discovered during support investigations.
• Support the sales team by meeting with our most important customers in person, and preparing them for customer engagements.
• Travelling to customer locations to support installation and configuration of Advanced Navigation solutions within customer applications.
• Collaborating with the Sales Team on the qualification, development and execution with the company’s technical solutions that meet and exceed the customer’s application and opportunities.
• Manage and maintain the dedicated regional loan pool in collaboration with Sales Operations.
• Organise and support customer loans both from a technical and administrative perspective.
• Analyse and problem solve high-level complex issues and provide in-depth technical assistance to account executives, engineers, and product managers.
• Facilitate and internally drive the RMA process from Head Office, also supporting the process for remote application engineers.
• Create and maintain internal and external support documentation including policies, standard operating procedures, guidelines, knowledge articles and customer facing tools (GUI’s and SDK’s etc...).
• Develop and nurture successful long-term relationships with our customers by creating a best-in-class customer experience.
• Assist with training Support Application Engineers and Sales personnel globally.
• Support the creation of customer-facing material by other customer engagement teams including Marketing and Product through technical review and if necessary data collection through testing.

Qualifications, Skills & Experience

• 3+ years of experience as a Solution/Application/Support Engineer or equivalent customer-facing role
• Experience supporting subsea or maritime is nice to have but not essential
• An ability to quickly communicate complex ideas in English around a technical topic, ideally on the fly at a whiteboard
• A dedication to delivering a great customer experience while being a creative problem-solver in response to technical, product, and business questions
• Experience working in support environments using integrated CRM systems as well as tools such as Matlab/Python for data analysis is beneficial
• Enjoyment in being in a fast-paced environment, to help customers accelerate their journey to creating an accurate position, velocity, acceleration and orientation under the most demanding conditions
• Effective presentation crafting and delivery skills
• A collaborative and team-oriented mindset for accomplishing goals
• Excellent written and verbal communication skills, must include English
• Excellent time management, driven to work quickly
• Strong attention to detail
• Effective presentation crafting and delivery skills experience is desirable
• Experience configuring and installing systems in marine applications is desirable
• Coding experience is desirable but not essential
• Must have studied at a higher education institution focused on engineering