Customer Support Engineer

Scortex is hiring!

About

Scortex deploys artificial intelligence in the heart of factories. We help our customers take the next big leap in smart automation thanks to our Quality Intelligence Solution.

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

  1. Automate complex visual inspection tasks at any stage of the manufacturing process
  2. Monitor key quality data through innovative dashboards
  3. Improve the production process by consolidating production knowledge

Scortex is the next evolution of quality control.

Find below some press articles related to Scortex (French content):

AI for visual inspection, Techniques de l'ingénieur
Scortex is a founding member of the AI Factory with Microsoft & INRIA @ Station F
Interview of Scortex's CEO: Aymeric de Pontbriand

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