Customer Support Engineer

Customer Support Engineer

United States (Field-Based Role)

Mandatory residence: Salt Lake City Utah or Tucson Arizona

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.

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.

- 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

- 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

- Valid drivers 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

- Associates or Bachelors degree in Electrical Engineering Electronics Mechatronics Automation or related field

- Experience in mining industrial technology heavy equipment simulation systems or technical customer support

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