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Location: 

Bracknell, Berkshire, BE

Date: 
Job ID:  422

Field Customer Service Engineer

Barco designs technology that makes everyday life a little better. Seeing beyond the image, we develop sight, sound, and sharing solutions to help you work together, share insights, and wow audiences. Our focus is on three core markets: Enterprise (from meeting and control rooms to corporate spaces), Healthcare (from the radiology department to the operating room), and Entertainment (from movie theaters to live events and attractions). With a team of over 3,600 employees, located all around the globe, we realized sales of 1,082.6 million euro in 2019. 

As Customer Service Engineer for the whole product and services portfolio of Barco, you provide technical support in the field to ensure customer satisfaction and improve process through feedback to Product Group and Management as required. You perform product demonstrations and assists in tradeshows in order to contribute to the products promotion. You provide product and system training to customers and partners, in order to ensure the knowledge and information dissemination.

 

 

Key responsibilities

 

  • You review all necessary information including site specifications and conditions prior to installation, develop installation plan, prepare product and necessary tools, verify delivery compliance, in order to allow the installation of the product and/or system to be performed with the maximum customer satisfaction and cost efficiency.  
  • In the case of installation by certified Barco dealers, you provide technical support and training in addition to dealer’s formal Barco training, and assist in the installation to enable the dealer’s team to perform professional installations.
  • You resolve any issues, provide technical support and expertise, in order to obtain customer acceptance and satisfaction. You 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.
  • You perform scheduled/emergency on site service repairs, schedule and perform on site preventive maintenance.
  • You 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.
  • You 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.
  • You provide technical support to the rest of the organization
  • You perform in-house/onsite training for customers & partners, customizing and maintaining training equipment. You translate existing training material when appropriate.
  • You 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.

 

 

Qualifications

 

 

  • You have a Technical Bachelor’s degree, or higher, or equivalent through experience;
  • You have ideally an electromechanical and/or IT related background;
  • You have good project management skills;
  • You are customer focused and are passionate about solving issues and/or giving technical support;
  • You are able to schedule and perform assignments independently;
  • You have good communication skills and like working in an international team;
  • You are flexible to travel up to 80% of the time within UK/Ireland and also (more limited) in the EMEA region;
  • You are fluent in English, both written and spoken;
  • Nice to have (technical skills);
    • Knowledge of cloud based support,  Windows support – interfacing, TCP/IP,  Networking & wireless and experience in support of hardware/software. 
    • Ability to remotely support systems,  configuration & updates,  understanding of routers / firewalls / knowledge of antivirus platforms, security products & PC configuration and set up. 
    • Good understanding of servers & clients along with interfacing protocols, ideally in the enterprise, entertainment or healthcare markets.