Customer Support Engineer

About The Role

Immersive Technologies, a global leader in simulator-based training solutions for the mining industry, is seeking a Customer Support Engineer to join its technical services team. This role is ideal for a hands-on professional with strong technical capabilities, a customer-focused mindset, and the ability to operate effectively in dynamic field environments.

Role Purpose

The Customer Support Engineer is responsible for deploying, maintaining, troubleshooting, and supporting advanced simulator systems, both in-house and at customer sites, while building strong, service-oriented relationships with clients.

Key Responsibilities

• Develop a strong working knowledge of simulator systems (electronics, hardware, software)
• Perform field service activities including installation, commissioning, maintenance, upgrades, training, and emergency support
• Lead on-site service visits ensuring quality, efficiency, and safety
• Diagnose and resolve technical issues, ensuring full ownership until closure
• Document all service activities and customer interactions
• Maintain accurate records of visits, service requests, and communications
• Oversee and execute support agreements to ensure compliance with deliverables
• Manage spare parts inventory and stock control as applicable

Key Challenges

• Achieve a high level of technical proficiency to work independently in the field
• Take full ownership of customer incidents from identification to resolution
• Balance technical execution with strong customer relationship management

Minimum Qualifications (Required)

• Valid driver's license
• Minimum 3 years of experience in a technical role (field service, maintenance, electronics, or automation)
• Willingness and ability to travel frequently
• Strong problem-solving skills and ability to work independently

Preferred Qualifications

• Associate’s or Bachelor’s degree in Electrical Engineering, Electronics, Mechatronics, Automation, or related field
• Experience in mining, industrial technology, heavy equipment, simulation systems, or technical customer support