Customer Support Engineer

Job description

About

Scortex enables manufacturers to take better control of their quality. We provide a full-stack solution to digitize quality. It delivers intelligent automation of visual inspections and real-time analytics over quality.

Scortex Quality Intelligence Platform is built to easy deploy and manage deep learning applications on production lines.

Our platform enables manufacturing companies to take control of their quality:

·  Automate complex visual inspection tasks at any stage of the manufacturing process
·  Monitor quality through real-time data visualization and centralized production knowledge
·  Dynamically improve quality thanks to real-time process control

We believe that digitalization of manufacturing operations will provided imprecedented returns in quality, efficency and environemental impact.

Scortex is a team of passionate and diverse individuals working and learning together to deliver the best solution possible, a unique blend of the tech and manufacturing world.

Job Description

·  Responsible for managing our Client Support desk, from receipt of every issue to resolution, including: • issue definition and prioritisation • coordination with the Scortex back office team providing solutions • communication and management of customer expectation

The Support desk will employ a number of tools for recording and resolving problems including telephone hotline, videoconferencing, and on-line documentation.

The role will require an ability to troubleshoot client issues, establish business priorities and diagnose general technical problems.

Solutions will range from simple query responses to bug fixes, new software upload, new features and upgrades.
This may involve the dispatch and coordination of field support staff, subcontract suppliers and replacement spares

·  Responsible for long term Customer Success for specific clients, to ensure effective management of the overall account, including: • invoicing, warranty and cash recovery • In-service client review and issue management • Training, including new part references

Customer Success management will enable us to optimise the value of the relationship and expand business opportunities wherever possible.

Preferred Experience

Tech Skills:

·  Strong project management skills and knowledge of project management practices (Gantt, Scrum)
·  Strong technical skills in mechanical &/or electrical engineering
·  Knowledgeable in Quality standards and processes for manufacturing companies

·  Knowledgeable in industrial standard & certification (CE, ISO...)
·  Good understanding of networking, computer vision & software development is a plus
·  Interest in new technology such as machine learning, IoT, and Industry 4.0
·  Experience in working with complex electro-mechanical systems for example in Automotive, Aerospace or Medical devices

Soft skills:

·  Strong communication skills
·  Adept at anticipating potential problems and addressing them early
·  Exceptional Organisation skills
·  Customer & User centric mindset
·  Comfortable working in an international environment
·  French and English knowledge at a business level - the more languages the better!

Additional Information

·  Contract Type: Full-Time
·  Location: Paris, France (75013)
·  Experience: > 3 years