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Location: 

Moscow, RU

Date:  Jan 7, 2021
Job ID:  490

Customer Care Manager Rucis & CEBS

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

 

Barco is looking for a Customer Care and Project Manager in order to reinforce its existing team in the Moscow office. This new function will combine two roles: 

  • As Customer Care Manager Rucis & CEBS, you manage the overall daily performance of the field service delivery. You supervise the service activities and coach the service team within regions of Rucis and CEBS, with a strong focus on customer satisfaction and the improvement of processes & tools.
  • As a Project Manager you are responsible for the deployment of different projects, from initiating to planning, executing, controlling, and closing in order to ensure successful completion of all agreed stage gates within the agreed specifications, like schedule, budget and contractual requirements. The Project Manager acts as the primary interface between all relevant stakeholders, both external and internal.

 

 

As Customer Care Manager,      

 

  • 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.

 

 

As Project Manager,

 

 

  • You define, monitor and manage the project schedule;
  • You monitor and manage the allocated project budget;
  • You achieve full delivery according to the scope of the project and the required quality level;
  • You are accountable for interfacing with the customer and assuring customer satisfaction;
  • You represent the customer within the company;
  • You coordinate subcontractors if appropriate and other departments in an efficient and effective way;
  • You follow up & communicate project status and KPI’s to all relevant stakeholders;
  • If required, you initiate corrective actions and ensure proper escalation to the right people (report problems on time when certain goals cannot be reached);
  • You manage project scope and project risks
  • You write internal and external project reports
  • You support proposal and bid activity if appropriate
     

 

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 excellent communication, negotiation and coordinating skills;
  • Knows project management techniques (PMI/PMBOK);
  • Is used to working on different projects at the same time, is stress resistant and able to set priorities;
  • Has good language skills (English and local language skills in the region);
  • Is willing to travel.