Customer Care Manager

Customer Support/Service
1900476 Requisition #
Imagine a way to see, sense, and share the intangible. It’s what happens when big data becomes knowledge. When images become insight, and when experiences come to life. That’s what Barco is all about. In a world where data and rich content are expanding exponentially, we empower our customers with inspired sight, sound and sharing solutions to help them make meaningful connections. Together, we create brighter outcomes, around the world.

Barco, a global technology company, designs and develops networked visualization products for the Entertainment, Enterprise and Healthcare markets. Barco has its own facilities for Sales & Marketing, Customer Support, R&D and Manufacturing in Europe, North America and APAC. Barco (NYSE Euronext Brussels: BAR) is active in more than 90 countries with 3,500 employees worldwide. please visit our website at

As a Barco associate, you will be part of high performing teams that compete with integrity to deliver results to our customers, our shareholders and to each other. Barco offers a challenging workplace full of the most gifted and innovative professionals in the visualization industry, who are responsible for bringing technologically advanced products to life. We seek individuals with talent and the passion to grow in a culture built on vision, innovation and the competitive spirit. We compete with integrity; we strive to outperform the competition through our focus on the customer, our trust in each other and by providing the environment for individual opportunity and growth. 

The Customer Care Manager (CCM) is responsible to develop and support Barco’s Service Business Partners by maintaining a predefined territory, and offering consistent service support. Responsibilities include monitoring, investigating, and providing in-depth reporting on the in-field performance of all assigned products. Utilizing their skills and knowledge, the CCM will provide guidance, advice and assistance to other field engineers.

1. A critical part of the CCM’s function is to compile, edit, and gather accurate data and information pertinent to monthly technical reports, assuring they are legible and delivered on time.
2. Manages assigned territory, assisting Business Partners and end users to achieve satisfactory performance. Ensures partners are fully supported in all technical and procedural areas and that partners are satisfied with Barco’s service and support. Use Targeted reporting process to prioritize actions and field visits.
3. Schedules regular meetings with Business Partners to gather and disseminate information. This includes:
• Ensures compliance with Barco’s policies and procedures.
• Ensures familiarity with latest technical information, bulletins, and service programs.
• Assess partner strengths, weaknesses and additional support needs.
• Gathers field machine performance data and fault samples.
• Gathers industry data.
• Partner development and personnel relationship building.
• Observing the business and service practices of the service partners and making recommendations to improve their efficiency and productivity.
• Monitoring their Performance Management matrix
• Reviews their assigned dealer A/R to minimize potential part ordering issues.

4. Co-ordinates efforts with field service representatives to ensure emergency visits are performed in a timely manner. Investigates and provides detailed reports which include surveying service partners, researching databases, performing on-site visits, obtaining samples, and researching potential solutions. Reports pertinent data to management, and HQ service operations.
5. Co-ordinates with Project Management Office for scheduling projects within their region.
6. Utilizes experience to assist & develop other field service personnel, which includes accompanying field service personnel on routine channel partner visits and providing “second tier” support as required. Supports Service Engineering to set up product monitoring programs and Technical Roundtable meetings.
7. As required, conducts formal & informal spot Training Classes to ensure dealer weaknesses are addressed and the technical competency of service partner personnel are at the highest levels. Occasionally monitors training classes for quality control purposes and may suggest improvement views of the training courseware and program.
8. May be required to provide Technical Hotline, phone, fax and e-mail support to service partners, as required.
9. Works closely with Sales to develop new and existing dealers in assuring they are technically proficient on hardware and software products they have been trained on to maximize the potential for additional sales. Also to assure that the service partner can support the products they sell.
10. Provides support at Business & Trade Shows, internal sales meetings, and external road shows when required.
11. Is empowered to make on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines.
100% accountable for dealer communications in assigned territory Maintain warranty claims ratio of 90% or higher for each service provider through the CCM Team. Monitor and work with Dealers to assure their A/R is maintained and does move to a credit hold condition. Must complete 4 joint dealer visit per year, (sales & Service) Must complete 10 dealer visits per quarter. Performance of all RSM and service KPI results, resolve customer disputes, and monitor general activity in a timely manner. Report in a timely manner important field problems, sales issues or competitive information. Report Weekly KPI and issues in respective regions. Measure time on warranty bill from completion to entered on website. Reduce number of exchanges Reduction in return of NTF units.

• Bachelor's Degree in appropriate technical subject or equivalent certification and/or business experience plus 7 to 10 years industry experience.
• Must be fully computer literate with strong communication & writing skills.
• Must have 10 years industry experience.
• Think in a disciplined and logical manner
• Make decisions under pressure of time on limited information
• Anticipating potential problems in order to proactively take action
• Up to date field knowledge

Barco, Inc. supports all policy and practices related to (but not limited to), federal and local employment regulations such as follows: EEO, AAP, ADA, OSHA, C-TPAT and E-Verify. We promote a drug free work environment, along with an open door policy of communication. All of our practices support global diversity and inclusion in the workplace.

We offer a competitive compensation package that includes a menu of benefits to help promote wellness for you and/or your family.
VISIT TO APPLY FOR THIS POSITION and refer to job number 1900476
. Only those applicants who meet the minimum skills/qualifications in this posting will be considered. Successful candidates must be able to provide proof of legal authorization to work in the United States. 


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