SUMMARY:

The role of Customer Support Engineer at Applanix is an important one, and requires a tenacious, self started individual, who is willing and able to see problems through to their resolution; whether this means a few minutes of hand holding, or an in-depth investigation. The employee will work with the client to ensure that problems are resolved, bringing them to the attention of the Marine Product Manager as necessary, and ensuring that the loop is closed back to the customer.

In conjunction with other UK based staff, and the support engineers in Houston and Richmond Hill, the UK based Customer Support Engineer will be expected to provide 24-hour support to Applanix customers. This will require the employee to carry a mobile phone at all times.

Product Support – Office Based

Office based product support will require support of the complete range of Applanix Products (mainly for marine customers, but also for other products as required) to include and not be limited to:

• Basic testing, repair and refurbishment of all Applanix products.
• Implementation of factory supplied software and firmware fixes
• Provide prompt, proficient, courteous and high calibre technical advice by telephone and email.

Product Support – In Field

In Field product support will consist of:

• Operations support
• New system installations and setting to work
• In field customer training
• General problem solving and faultfinding
• Applanix product trial/development support
• Sales demonstrations
• Travel will be as required (approximately 33%),

General Workshop Management

This position requires the efficient running of the workshop in UK. The UK based Customer Support Engineer will be responsible for:

• Maintaining a support-tracking database of all major calls and support activity for each installed system, ensuring that all calls are logged and followed up on.
• Workshop equipment maintenance/calibration
• Maintaining a local RMA database and coordinating with the Applanix Richmond Hill RMA system for the return of items for repair / replacement.

Inventory Management

The UK based Customer Support Engineer will be responsible for the security and tracking of all products that are the responsibility of Applanix UK. This includes, but will not be limited to:

• Applanix support equipment
• Applanix demonstration equipment
• Applanix spares stock
• Equipment on loan
• Customer owned equipment on premises for repair or evaluation  

Support/Demonstration Equipment

Applanix UK has a pool of equipment for support and demonstration activity. The UK based Customer Support Engineer will be responsible for:

• Maintaining and preparing this equipment in a fully serviceable state
• Providing a fast status of equipment available for support lease
• Providing detailed equipment status reports prior to shipping activity
• Receiving/Dispatching demonstration equipment
• Interfacing with customers with regard to all support/demonstration/loan activity

Sales Support

The UK based Customer Support Engineer role as described above will require some interfacing with clients on commercial matters. Due to the nature of the position this role will also require spares sales (inside sales) as well as some external sales support either with other Applanix employees or independently.

General Duties

This position requires a great deal of flexibility. Applanix UK is a small entity, and all employees are required to assist in areas beyond their individual expertise. The UK based Customer Support Engineer (as with all other UK based employees) will be required to receive shipments, pack and dispatch shipments and maintain accurate logs of all transactions, as well as other duties as required.

• Engineering degree in Geomatics or equivalent
• Knowledge and practical experience in geodetic GPS applications
• Hydrographic, Land or Aerial surveying background
• Solid background using Personal Computers
• Electronic troubleshooting and repair
• Ability to adapt quickly in a fast growing and changing environment
• Self motivated, and able to work independently

 
CONTACT:

Please send application with resume to This e-mail address is being protected from spambots. You need JavaScript enabled to view it .