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Senior Customer Support Engineer
OXTS —Bloomfield Hills, MI
- Full-time
- Hybrid work
- Engineering
- Senior level
- Health insurance
- 401(k)
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7d

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Senior Customer Support Engineer

OXTS
Bloomfield Hills, MI

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Job Details

Full-time
7 days ago

Benefits

Health insurance
401(k)

Qualifications

Post-sales product instruction
Managing customer accounts
Stakeholder engagement
On-site technical support
Customer relationship building
Software product demonstrations
Project management experience in technology
Engineering
Firmware
Equipment troubleshooting
Channel development
User training (technical support)
Managing clients in a customer support role
Technical solutions implementation
Collaboration with product development teams
Bachelor's degree in engineering
Technical presentations (as sales engineering task)
Customer support ticket management
Product demos
Customer service knowledge base
Managing projects
Online help documentation
Senior level
Developing technical user guides
Cross-functional communication
Ticketing system technical support
Websites
Stakeholder management

Full Job Description

Description

Reporting to the Global Customer Support Manager, the Senior Customer Support Engineer is responsible for delivering complex technical support, guidance and training to prospects, customers, integrators, and channel partners in their designated territory. This includes supporting with product selection, resolving complex customer issues, creating support documentation, demonstrating OXTS products, collaborating with customers on product integration, and identifying opportunities for product and service enhancements. Customer Support Engineers play a pivotal role in building and nurturing strong customer relationships, advocating for customer needs, and ensuring customers derive maximum value from OXTS products.

The position requires expert understanding of OXTS products and their applications, as well as frequent travel within the region.

Key Responsibilities

Build and maintain strong relationships with prospects, customers, integrators, and channel partners within territory, serving as a trusted advisor and technical consultant to drive long-term success and loyalty.
Serve as the primary technical point of contact for prospects, customers, integrators, and channel partners in the designated territory, to ensure the successful implementation, adoption, and ongoing usage of a OXTS products.
Collaborate closely with key accounts to understand their technical requirements and objectives, and provide tailored solutions and recommendations to problem solve and advance customer projects.
Troubleshoot complex technical issues reported by customers, escalate as needed, and coordinate with internal teams to ensure timely resolution and minimize impact on customer satisfaction.
Take full ownership of the resolution of support issues, working cross functionally with other departments to see them through from initiation to completion.
Manage internal and external resources and work collaboratively with other departments to successfully achieve delivery of products.
Manage complex support projects and investigations; plan, track and manage tasks, working to deadlines and adapt plans as necessary to meet project deliverables.
Be an internal specialist and provide expert support and advice to internal stakeholders on products, performance, their application and support at industry exhibitions.
Conduct technical support evaluations and provide support to other members of the team with complex cases.
Act as a liaison between customers and internal teams, to advocate for customer needs and drive resolutions to complex technical issues.
Follow systems and processes to funnel customer feedback, issues and requests for new features, to the Product team for prioritisation, development and resolution.
Develop and conduct product demonstrations and training sessions to educate prospects, customers, integrators, and channel partners on product features, best practices, and optimization opportunities.
Contribute to the creation of FAQs, technical articles, support guides, and application notes for customers, and publish on the OXTS support website.
Support with both the internal and external roll-out of new and updated products, explaining new features and how they will help customers.
Support the process of sending out new software and firmware releases to customers.
Provide critical analysis for component integration within customer products.
Representing OXTS through industry events and customer visits.
Provide technical support for customers outside of designated territory as required.
Support the Engineering Support team where required.
Other duties as required.

Skills, Knowledge and Expertise

Bachelor’s degree in engineering
Expert-level technical troubleshooting and diagnostic skills – Especially for complex hardware/software interactions and customer integrations.
Project management skills – Capable of planning, managing, and delivering complex support projects with internal and external stakeholders.
Industry knowledge – Strong understanding of customer industries (e.g., automotive, aerospace, surveying, robotics) and their technical needs.
Customer support processes – Skilled in using systems like ticketing, escalation workflows, and feedback loops to handle and track support issues.
Substantial experience in a technical support engineering role

Benefits

Holiday entitlement of 15 days plus bank holidays, the holiday year runs from 1st July - 31st June
401(k)
Health Insurance
Discretionary profit share bonus

About OXTS

At OXTS we’re passionate about inertial navigation and how we can help our customers with our technology. With two decades of experience in combining the best of high precision GNSS receivers and world-class inertial navigation expertise, OXTS’ products have become the industry standard for automotive testing and are widely used in other industries.

The highly accurate RT3000 products are the equipment of choice for vehicle dynamics testing. Our products are used by major car manufacturers and automotive test facilities around the world for applications such as handling and dynamics evaluation, brake testing, steering robot guidance and many more. With the RT-Range S products, OXTS also offers a complete solution for validating advanced driver assistance systems (ADAS) to Euro and global NCAP standards and for developing the self-driving cars of the future.

Away from the automotive world, our range of combined, compact GNSS/INS systems are also used for airborne and vehicle-based survey and mobile mapping applications, where continuous position and high accuracy orientation information is essential for georeferencing sensor data.

OXTS’ GNSS/INS products are supplied with a comprehensive software suite including powerful data analysis and post-processing applications. We also provide a full technical support service, plus a bespoke technology integration consultancy via our Application Engineering department. Our products are sold and supported globally through a network of channel partners in more than 20 countries worldwide, to provide customers with a local point of contact and support.

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