Customer Services Engineer

Job Description

1. 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. 

2. 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. 

3. Performs scheduled/emergency on site service repairs, schedules and performs on site preventive maintenance. 

4. 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 

5. 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. 

6. Provides technical support to the rest of the organization 

7. Performs in-house/onsite/remote training for customers & partners, customizing and maintaining training equipment. Translates existing training material when appropriate. 

8. 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.  

9. Resolves issues through ordering the necessary resources, both material and labor, after verifying technical compatibility, logistical possibilities and required competencies.  

10. Detects quality issues and forward all relevant information to the appropriate escalation channel.  

11. Reviews the results of corrective actions. 

Qualifications 

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

• 3-5 years of experience, AV industries preferred   

• Fluent English and Korean communication skill

• Solid technical background , expert in LVX and IP 

• Bridge between team manager and Junior employee 

• Drive for results and continuous improvement mindset 

• Must have roll-up sleeves attitude.