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Location: 

Newington, NSW, AU

Date:  Jan 21, 2023
Job ID:  7976

Customer Service Engineer

As an international company with European roots (HQ in Kortrijk, Belgium), Barco has a culture of collaboration across borders and nationalities.

Because we believe diversity leads to more great ideas and drives innovation.

Thanks to our over 3,000 visioneers, we develop unique visualization & collaboration technology that helps professionals accelerate innovation in the healthcare, enterprise and entertainment markets.

This position requires an in-depth knowledge of how technology is used to enable business goals. You will be responsible for managing all facets of the relationship with key partners while ensuring business goals are being met. The Barco Entertainment Enterprise & Medical solution portfolios are the primary focus covering end to end solutions and services.

The Customer Service Engineers focus is to act as a liaison between Barco and its partners (Rental/Staging, SI Channel, and Distribution channel where required) and is responsible for addressing customer needs and ensuring they have a highly positive experience in dealing with Barco.

 The Customer Service Engineer will be responsible to provide our partners, end users, with service quotations, repairs and product/technical information updates. Overall, the Customer Service Engineer will serve as one of the main contact points in the service division of the business. Our focus is 100% on customer satisfaction and we are continually striving for excellence.

 

Core Duties/Responsibilities

  • Achieve assigned service KPI’s and targets
  • Assist admin with service-related spare parts stock ordering & forecasting
  • Respond & Follow up on service tickets
  • Maintain Service CRM details
  • Service Ticket reporting to management highlighting any tickets that require escalation
  • Services dept to ensure highest quality standards
  • Assist Pre-sales/sales to ensure total service solution offering
  • Support/coach technical team of our SI Partners, in delivering technical solutions
  •  Assist Barco sales team with technical demonstrations (in-house, on-site and at trade shows)
  • Assist in offering and executing Barco Care service offerings
  • The ability to travel and work outside of standard office hours from time to time.
  • Responsible for upholding Barco’s Business Code of Ethics and for promptly reporting violations of the Code or other company policies
  • Close collaboration with regional and global support teams on service-related issues.
  • Other duties upon request

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