Customer Service Engineer

EdgeTech Marine West Wareham, MA

The Customer Service Engineer position reports directly to the Customer Service Manager. The successful candidate will be someone who is well organized, detail oriented, technically proficient, possesses good communication skills (both written and verbal) and is proactive. EdgeTech offers excellent benefits such as health insurance, dental insurance, 401k with match.

EdgeTech is a leading manufacturer of underwater technology solutions. The company is known worldwide for its high quality products which include: side scan sonars, sub-bottom profilers, bathymetry systems, AUV and ROV-based sonar systems, combined and customized solutions. In addition to the full line of underwater survey products, EdgeTech provides reliable USBL systems, transponder beacons, deep sea acoustic releases, shallow water and long life acoustic releases, MRUs and customized underwater acoustic command and control systems. To learn more about EdgeTech, please go to our website at

Customer Service Engineer - Key responsibilities will include, but not be limited to the following:

  • Provide functional and/or technical support for resolution of customer problems, incidents, issues, requests and queries while serving as the internal bridge between customer and development team and other support/product teams
  • Become proficient in EdgeTech’s Discover acquisition software in order to troubleshoot and resolve customer issues
  • Carry out training, demonstrations and onsite system installations domestically and internationally as required (travel as required to fulfill customer service obligations)
  • Have strong product and applications knowledge and demonstrate this to existing and potential customers
  • Carry the 24/7 customer support phone as part of a rotation with other members of the Customer Service Group
  • Authorize RMA’s to be returned to EdgeTech, open sales orders, issue RMA Evaluation Reports to customers
  • Ensure that products being returned for repair are evaluated and diagnosed in a timely fashion and provide feedback to the customer on the status of their repair until the RMA has shipped back to the customer and they are satisfied with the return
  • Respond to and follow up on aftermarket inquiries & sales, including quote generation
  • Maintain an ongoing log of all customer complaints/wishes and provide feedback loop to Sales & Marketing

Customer Service Engineer (software focus) Qualifications:

  • A college degree with a technical background or relevant industry experience accepted in lieu of college degree
  • Excellent customer service skills mandatory
  • Excellent communication skills both written and verbal; excellent telephone manner
  • Knowledge of data structures
  • Ability to work in a team environment
  • Ability to learn software such as interfaces and software tools as well as learn about EdgeTech products and applications
  • Ability to handle software technical support issues and sensitive situations

Please submit Resumes to:

Elizabeth Sundberg

Email:

Fax: 1-508-322-4209

Phone: 1-508-356-9724

4 Little Brook Road, West Wareham, MA 02576

EOE