Customer Support Engineer - Specialty Fibers - F - M H/F - 22

Exail est une entreprise industrielle de haute technologie spécialisée dans les technologies de pointe en robotique, maritime, navigation, aérospatiale et photonique.

Dotée d'une forte culture entrepreneuriale, Exail offre des performances, une fiabilité et une sécurité inégalées à ses clients civils et militaires opérant dans des environnements difficiles. Des profondeurs de la mer à l'espace, Exail étend ses capacités grâce à une gamme complète de composants, de produits et de systèmes robustes fabriqués en interne. Employant 1 500 personnes dans le monde, la société bénéficie d'une empreinte mondiale et exerce ses activités dans plus de 80 pays.

Exail est née de l'union des forces du groupe ECA et d'iXblue en 2022. C'est une filiale d'Exail Technologies, une entreprise familiale spécialisée dans la haute technologie.Become part of a global network of over 40 support engineers at the core of Exail operations. Our team, with diverse technical expertise, works closely with customers-both remotely and on-site-to support every stage of product integration and operation.

This unique position offers hands-on experience with the full range of photonics products within Exail Specialty Fiber division.

Based at our Lannion office, you will play a key role in delivering support, helping customers achieve their objectives through prompt, accurate, and reliable assistance. Whether they need straightforward advice or in-depth technical insights, you'll be their to-go expert.

About the Specialty Fibers Division

Our division specializes in the production of doped silica-based optical fibers (passive, active, polarizing, PM), fiber Bragg Gratings (FBGs), fiber lasers, and optical low-noise & high-power amplifiers.

Our customers-ranging from academia to industry-apply our technologies in fields such as:

- Sensing
- Space
- Harsh environments
- Medical
- Scientific research
- Telecommunication
- Instrustrial applications

You'll join a dynamic team of 100+ professionals based in Lannion, combining expertise in optics, lasers, electronics, systems, and instrumentation.

Your Responsibilities

Product Scope

- Active fibers: doped, PM/non-PM, single-, double-, and triple-clad
- PM fibers: Panda, Tiger, Polarizing & Spun fibers
- Passive fibers: single- and multi-mode, Ge-doped, radiation-hardened & radiation-sensitive fibers
- FBGs: laser mirror pairs, gain-flattening filters, ultra-narrow bandwidth filters
- Fiber lasers
- Optical low-noise & high-power amplifiers

Customer Support

- After-Sales Activities:
- Manage and respond to customer complaints and returns
- Provide support and troubleshooting for product use, including:
- Systems (installation, drivers, remote programs)
- Fiber integration issues at customer sites (bend radius, splicing/cleaving programs, recoating, etc.)

Pre-Sales Activities:

- Write and update user manuals
- Provide additional fiber information (dispersion, MFD, etc.)
- Develop FAQ libraries
- Draft technical documents to support sales: specific tets, qualification reports, technical notes
- Conduct on-site demonstrations and troubleshooting (occasionnally)

Teamwork & Continuous Improvement

- Engage in ongoing internal and self-directed training
- Improve back-office support procedures and tools
- Share knowledge and develop skills within the team