Customer Service Engineer

Barco

Main Activities:

- perform emergency service interventions

- perform preventive maintenance visits

- perform in-house/on-site customer training

- perform/assist in demo and tradeshow setup, operation and breakdown

- in some cases assists in installation and service interventions in other EU-countries

- occasionally assists in Helpdesk activity

- report performed activities (timesheet/visit report)

- report field incidents & pending issues

1. Resolve any issues; provide technical support and expertise, in order to obtain customer acceptance and satisfaction. Report discrepancies from customer upon completion of installation or support operations, in order to give valuable feedback to management and to participate in the improvement of the process and of the products.

2. Perform scheduled/emergency on-site service repairs, schedule and perform on site preventive maintenance.

3. Provide customer service reports, escalate open customer issues to management, in order to have a clear, accurate and up to date documentation on company service activities.

4. Maintain customer relations via phone/e-mail, or available service tools, and perform customer visits on a regular basis to assess product/service satisfaction and to promote any new product ideas or current product improvements.

5. Provide technical support to the rest of the organization.

6. Perform in-house/onsite training for customers & partners, customizing and maintaining training equipment. Translate existing training material when appropriate.

7. Assist/perform product demonstrations under Sales Managers responsibility, guarantee all tradeshow or demo equipment maintenance, assist in product set-up, operation and breakdown during company tradeshows, provide technical advice to assist Sales Managers in responding to customers’ or attendees’ questions.

Education:

• Technical bachelor, or higher, or equivalent through experience.

Competencies:

• Ability to schedule and perform assignments independently.

• Good communication skills, service and client orientation.

• Take ownership regarding the service matters.

• Good coordination/planning skills.

• Leadership skills.

• Ability to travel frequently.

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