Customer Support Engineer (Field Service) - Electro-Optical Testing Line (M/F)

A pioneer in infrared technologies, HGH Systèmes Infrarouges (more than 120 people) is an international reference in optronics within the testing and metrology sector of optronic systems for research, industrial, space, or defense applications. Capable of designing products from one end of the chain to the other (from design to manufacturing and from hardware to software), HGH has grown continuously and now possesses internationally recognized technical expertise, as HGH now generates more than 85% of its turnover from exports! Among the different product families, HGH Systèmes Infrarouges offers innovative high-end cameras (Spynel), non-contact thermal imaging systems for Industrial Thermography, as well as electro-optical testing equipment. Present in France and internationally (United States, Latin America, Asia, and Middle East), the Group relies on its strategic site in Igny, in the Paris region, at the heart of the Vallée de l'Optique, where its research and development (R&D) activities and production operations are gathered. HGH's DNA is simple: agile human-sized teams, increasingly innovative products with strong investment in R&D, and numerous career evolutions boosted by sustainable growth. On a daily basis, HGH is about conviviality around moments of sharing such as sports tournaments, its corporate seminar in Europe, and its summer barbecue. And all this in a good team spirit, one of the strong values of the Company, which is often labeled HappyIndexAtWork. To support our growth, we need to recruit new talent, and that is where you come in! Reporting to the Electro Optical Tests Customer Support Manager, you will participate in the deployment of services offered to our customers, in a demanding technical environment, downstream from the commercialization phases of our solutions. You will collaborate with our sales and quality departments, support our production teams, and accompany our R&D teams to guide the continuous improvement of our products.

• Handle customer requests via the ticketing software (Zohodesk)
• Manage customer relations (follow-ups, technical responses, relationship management)
• Participate in the development of customer service offers (maintenance contracts, trade-in offers, repair) in partnership with the sales teams and propose them for sale.
• Industrialize new offers within the EOT customer support service by acquiring technical skills, adapting service tools, and preparing associated sales offers.
• Provide strong support and expertise to customers (internal and external)
• Deploy hardware, perform necessary interfacing, and ensure user training on the delivered product as well as on the associated tools and physical concepts (NUC, NETD, FTM, MRTD, DRI.).
• Be proactive in suggesting improvements to our various products
• Participate in the continuous improvement of the service.

Attracted by the high technicality of the company's products, you will be trained to understand their operation in detail through a structured training program. Initially working in a pair with another team member, you will then perform interventions at our customers' sites with full autonomy. Your sense of customer service and the knowledge you will eventually acquire regarding our products will allow you to be autonomous in analyzing the most varied technical facts, providing technical advice to our customers in the use of our products, and anticipating their needs. With a Master's degree (Engineer or equivalent), ideally in optronics or electronics, your technical skills will provide a sufficient foundation for your interventions. Knowledge of infrared, test benches, or infrared cameras would be appreciated. A field person, curious, and motivated, you are also recognized for your sense of customer service, your interpersonal, organizational skills, and your team spirit. Experience in customer relations within a technical-commercial context is a real plus for this position. Proactive, you enjoy implementing, managing, and participating in the technical improvement of the company's products while being in direct contact with the customer. You do not compromise on the quality of your work, make it a point of honor to meet your commitments, and wish to be part of an ambitious long-term project. Moderate mobility is expected for this position: you will be required to travel approximately 1 week every 2 months (Europe, Africa, Americas. 90% outside France). Fluent English is essential for communicating orally and in writing with your English-speaking customers.

• CDI based in Igny (91) 15 min walk from RER V Igny, 15 min by bus or bike from Mas...