Application Support Engineer at Advanced Navigation

Customer Experience, Full-Time, Perth, AU perth support engineering full-time
Description
Posted a month ago

Advanced Navigation is the global leader in navigation systems for air, land and sea. Our products are developed and manufactured in Australia and our main HQ is located in Sydney with offices around the world. With over 68 of the top 100 largest companies as customers, and a broad range of technologies, we are truly changing the way we navigate globally.

Our ever growing team has world class expertise in the fields of inertial navigation, global navigation satellite systems, sensors, acoustics, AI, and RF technologies. 

Click below to find out a little more about us:
https://www.smartcompany.com.au/startupsmart/news/advanced-navigation-funding-unicorn/

Our customer support team is focused on providing expert technical advice, problem analysis, and application support to new and existing customers. This role will be involved in troubleshooting complex software/hardware issues, as well as writing a variety of technical knowledge articles and reports. There will also be application testing involved and a requirement to travel nationally/globally for specialised support/sales opportunities and to conduct training, both customer and on-boarding/continued education internal training.

Role Responsibilities:

  • 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.
  • 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. 
  • Required Qualifications, Skills and Experience

  • Must have studied at a higher education institution focused on engineering
  • 3+ years of experience as a Solution/Application/Support Engineer or equivalent customer-facing role, preferably with experience supporting surveying, maritime, or robotic market segments
  • An ability to quickly communicate complex ideas 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 for data analysis.
  • 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
  • Excellent time management, driven to work quickly
  • Strong attention to detail
  • Effective presentation crafting and delivery skills
  • Coding experience is desirable but not essential
  • What are some of the benefits you will have access to?

    You'll have access to industry-leading products with diverse applications within some of the most interesting and exciting projects worldwide. We’re growing a team of inspired, smart, and driven individuals from all sorts of backgrounds. With great opportunities for growth and variety, we strive to help each employee carve out the path that’s right for them.