Customer Services Engineer

Purpose of the job:

Provides technical on-site or remote support to ensure customer satisfaction.  Establishes a good relationship with both end-customers and partners that is built on trust and customer satisfaction.  Provides product and system training or demonstrations to peers, customers, and partners, in order to ensure the knowledge and information dissemination (onboarding).  Performs product demonstrations and assists in tradeshows in order to contribute to the products promotion.

Main accountabilities:

• 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, provides technical support and training in addition to dealer’s formal Barco training, and assists in the installation to enable the dealer’s team to perform professional installations.
• Resolves any issues, provides technical support and expertise, in order to obtain customer acceptance and satisfaction. Provides feedback to the service requester on the status of the problem, take corrective actions and anticipates resolution time and estimated cost. Reports 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.
• Performs scheduled/emergency on site service repairs, schedules and performs on site preventive maintenance.
• Provides customer service reports, escalates open customer issues to management, in order to have a clear, accurate and up to date documentation on company service activities. Logs necessary information on time in CRM system
• Maintains customer relations via phone/e-mail, or available service tools, and performs customer visits on a regular basis to assess product/service satisfaction and to promote any new product ideas or current product improvements.
• Provides technical support to the rest of the organization
• Performs in-house/onsite/remote training for customers & partners, customizing and maintaining training equipment. Translates existing training material when appropriate.
• Assists/performs product demonstrations under Sales Managers responsibility, guarantees all tradeshow or demo equipment maintenance, assists in product set-up, operation and breakdown during company tradeshows.
• Resolves issues through ordering the necessary resources, both material and labor, after verifying technical compatibility, logistical possibilities and required competencies.
• Detects quality issues and forward all relevant information to the appropriate escalation channel.
• Reviews the results of corrective actions.
• Travel - 80% travel with some out of country possibility. 

Required competencies:

Education:

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

Experience:

• Entry level and 3-5 years of experience
• Expert specific criteria

Competencies:

• Build relationships & promote collaboration
• Solid technical background
• Drive for results
• Continuous improvement mindset
• Focus on customers

D&I Statement

At Barco, innovation drives everything we do. We believe that diversity fuels creativity, bringing us closer to our colleagues and customers. Inclusion and equity aren't just values—they're core capabilities that propel us toward our shared goals and mission.

Read here how we do this