Customer Support Engineer
Advanced Navigation is a global leader in navigation and autonomous systems. Leveraging capabilities in software-enhanced hardware, every solution delivers unrivaled capabilities and exceptional performance across land, air, sea, and space applications where GPS is unreliable.
Made possible with extensive research, testing, and vertically integrated manufacturing, the company has progressed into deep technology fields, including robotics, inertial, photonic, and quantum sensing, artificial intelligence, underwater acoustics, and GPS antennas and receivers. Customers choose Advanced Navigation for rapid product delivery and unmatched technical field expertise.
Headquartered in Sydney, Australia, with research and production facilities nationwide and offices globally, Advanced Navigation is an Australian manufacturer exporting worldwide.
About the Role:
* Our customer support team provides expert technical advice, problem analysis, and application support to new and existing customers.
* This role involves troubleshooting complex software/hardware issues, writing technical knowledge articles and reports, application testing, travelling nationally/globally for specialised support/sales opportunities and conducting training.
Key Responsibilities:
* Research, resolve, and respond to various customer technical issues while liaising with the engineering team to resolve software and hardware bugs discovered during support investigations.
* Support the sales team by meeting with important customers, preparing them for customer engagements, and travelling to customer locations to support installation and configuration of Advanced Navigation solutions within customer applications.
* Collaborate with the Sales Team on qualifying, developing, and executing technical solutions that meet and exceed customer requirements.
* Manage and maintain regional loan pools in collaboration with Sales Operations, organising and supporting customer loans from a technical and administrative perspective.
* Analyse and problem solve high-level complex issues, providing 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 (GUIs and SDKs).
* Develop successful long-term relationships with customers by creating a best-in-class customer experience.
* Assist with training Support Application Engineers and Sales personnel globally, as well as support creation of customer-facing material through technical review and data collection through testing.
Requirements:
* 3+ years of experience as a Solution/Application/Support Engineer or equivalent customer-facing role.
* Experience supporting subsea or maritime applications is desirable but not essential.
* Ability to quickly communicate complex ideas around technical topics, ideally on the fly at a whiteboard.
* 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 and tools like Matlab/Python for data analysis.
* Enjoyment in fast-paced environments to help customers accelerate their journey to creating accurate positions, velocities, accelerations, and orientations under demanding conditions.
* Effective presentation crafting and delivery skills, as well as a collaborative and team-oriented mindset for accomplishing goals.
* Excellent written and verbal communication skills in English.
* Excellent time management, driven to work quickly, with strong attention to detail.