Support Engineer

Vexcel Imaging US Inc. is a technology company that manufactures market-leading aerial survey cameras. In addition, the Vexcel Data Program brings world class imagery to internet-scale cloud services with our imagery acquisition program.

We are imaging the world for companies to use the highest quality data to manage their businesses more efficiently. Our backbone is the best-in-class UltraCam hardware and software, our job is to work with worldwide partners to take this aerial imagery and build a scaled-out cloud service that supports commercial and government agencies. We are building on leading imagery and cloud technologies. If you are passionate about mapping and a high growth business this role is for you.

Our Support Engineers work in our Denver CO. camera facility and at customer sites in North America and worldwide. The UltraCam support team supports electrical, electronic, mechanical and software products that are manufactured by Vexcel Imaging and our partners. Being self-motivated and able to work independently is critical to success in this position. Understanding electronic, mechanical hardware to sub system level is necessary. Our products are used to capture digital imagery for survey applications in airborne environments. Our digital sensors are integrated with other systems to manage flights and capture precision data. The successful candidate will be a good communicator and team player. We would like a candidate that embraces the team environment and has a focus for helping customers and colleagues succeed. We are looking for someone that is willing to take ownership of there success. 

Responsibilities:

• Product Support
  1. Ensure excellent customer and partner relationships using well-organized communication
  2. Ensure appropriate escalation paths leading to Support Case resolution
  3. Plan customer visits for support issues.
  4. Efficiently respond to support requests via email, phone and text message
  5. Maintain support procedure documentation
  6. Support Vexcel Imaging products as well as partner products to successful problem resolution
  7. Administer software licensing
  8. Work with customers and Vexcel products in the field
  9. Repair Vexcel products in the support lab
  10. Contribute to improve product quality and customer and partner service

• Product Delivery

1. Deliver products complying with our standards and as agreed in sales contracts
2. Ensure product delivery to be complete according to sales contract
3. Perform Incoming-goods check after receiving camera from production
4. Perform camera testing under real conditions (test flight)
5. Perform Image and camera hardware quality checks
6. Assist with logistics functions (receiving, packing, shipping)

• Product Installation, Training and Service & Calibration (S&C)

1. Arrange installation & training schedule in cooperation with customers and partners
2. Provide enhanced product trainings for customers, partners and internal customers
3. Provide quality training documentation
4. Perform camera service and calibrations at centers in Graz, Denver and Singapore
5. Perform final testing and outgoing-goods check before shipment

Additional responsibilities:

• Provide assistance to flying partners for successful data capture
• Maintain loaner pool of cameras (Receiving, Packing, Shipping)
• Provide camera hardware software and firmware updates
• Support worldwide calibrations and field calibrations.
• Work according to ISO standards

Knowledge and skill requirements:

• Education 2yr or 4yr technical degree, Military, Trade or Technical
• Education with electricity, electronics, and computers focus
• Strong customer service skills and experience
• Electrical and Electronic troubleshooting skills
• Precision mechanical skills
• Leadership skills
• English language skills, additionally German or Spanish would be a plus.
• Computer technology skills (software, hardware, firmware)
• Superb communication skills
• Ability to work well under pressure
• Capable of working independently and unsupervised
• Team player capable of helping others be successful
• Flexibility with ability to work in highly dynamic environment
• Previous Support engineer experience preferred 
•  

Job Type: Full-time

Location: Centennial, CO

Pay: $45,000.00 - $65,000.00 per year depending on experience 

Vexcel offers a comprehensive benefits package, including medical, dental, vision, HSA, retirement (401k), with a very generous company contribution.

Vexcel has several offices and more than 400 employees across the globe. Vexcel embraces a work culture of kindness, respect, and personal career growth.

Vexcel is committed to a diverse and inclusive workplace. Vexcel is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.