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Location: 

Kortrijk, BE

Date:  Apr 4, 2021
Job ID:  505

Customer Care Manager Benelux

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. 

Function

 

As our Customer Care Manager Benelux, you manage the overall daily performance of the field service delivery. You supervise the service activities and coach the service team within the Benelux, with a strong focus on customer satisfaction and the improvement of processes & tools.

 

 

Key Responsibilities       

 

  • You steer and follow up the overall daily performance of the field service delivery; overseeing daily activities and maintaining a survey or scorecard system, in order to create optimum customer satisfaction, even if these services are delivered through dealers or third parties;
  • You define and manage the required human resources.
    • You perform all necessary supervisory functions, develop and implement various KPI’s to ensure performance to customer expectations and monitors group as required.
    • You develop competences in the team, by knowledge transfer or training (technical and non-technical skills) to enable the people involved in the service delivery process to execute the service strategy and achieve these goals (this in close cooperation with the Center Of Excellence and Barco University); 
  • You work in close cooperation with the regional back office, such as service helpdesk, central planning and administration and the service administration team;
  • You define the required tools to enable the people involved in the service delivery process, to execute the service strategy and achieve these goals;
  • You identify potential problems, you troubleshoot and participate in post-mortem analysis of problems providing input for future process/design improvements;
  • You define and manage service partner agreements, perform all necessary supervisory functions to ensure service coverage in line with customer’s expectations; 
  • You interface with Operations, R&D, and Product Management, as well as Sales & Marketing, in order to ensure smooth coordination of scheduling and maximization of schedule adherence; 
  • You handle escalation of service issues from customers, service partners or internal contacts.
    • You organize assistance from other parts of the organization.
    • You ensure customer communication and define all required actions to regain customer confidence and satisfaction; 
  • You define cost improvement programs to reduce/optimize the installation/service cost; 
  • You are accountable for compliance with all local legal requirements as they pertain to overtime, risk assurance, safety training and adherence etc for team members in their daily job;
  • You are responsible and accountable for defined elements of the Service budget, top line (service revenue) as well as cost;
  • You join the Sales teams in Quarterly Business Review meetings with our key accounts, representing the Barco Service organization, to discuss outstanding service topics and to actively promote/sell our service offerings.

 

 

We are looking for a new colleague who  

 

  • Has a Technical Master’s degree, or equivalent through experience; 
  • Has at least 5 years of relevant experience in a technical oriented commercial environment; 
  • Is a real people manager with excellent coaching skills; 
  • Has strong commercial feeling and financial insight;
  • Challenges the status quo and is driven to work on continuous improvement; 
  • Demonstrates good technical skills and product knowledge;
  • Has good language skills (English, French, Dutch).