Healthcare Managed Services Engineer

📁
Customer Support/Service
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1800339 Requisition #


About Barco


Barco designs technology to enable bright outcomes around the world. Seeing beyond the image, we develop visualization and collaboration 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). In 2017, we realized sales of 1.085 billion euro. We have a team of 3,600 employees, located in 90 countries, whose passion for technology is captured in 400 granted patents.


 

Function
 

With a legacy of superior image quality and smart technological innovations, Barco has a solid reputation for delivering dependable display systems that are central to the provision of quality healthcare. Our comprehensive product offering includes leading-edge medical imaging solutions for radiology, mammography, surgery and modality imaging, along with DICOM compliant review displays and mobile point of care devices.

 

Of course, the Healthcare Business can’t afford to be without expert protection. Our customers’ medical display systems need to be up and running at all times. Their quality needs to be assured, and compliance with medical standards guaranteed. That's why Barco offers a wide range of Maintenance and Support Services: a professional helpdesk, 24/7 e-support, parts coverage and on-site assistance.

To strengthen our team, we are looking for an experienced Managed Services Engineer with a strong technical background and commercial skills.

 
Key Responsibilities
 

You provide a set of excellent (remote) services to partners and end-customers which go beyond the standard warranty and break-fix support:

  • you manage a named set of customer contracts and deliver contractual agreed services within SLA
  • you monitor remotely complete customer environments, equipped by our diagnostic or surgical equipment. You take proactive and corrective actions as required
  • you escalate urgent technical problems through the right channels and maintain the communication with your customers
  • deliver a set of ad-hoc services e.g. advanced product training, replacement strategy and certification tracks (onsite and classroom based)

You deliver and execute long-term engagements with partners, as well as one-off professional services all at an expert level:

  • you are single point of contact for selected customers, organizing regular status meetings, both onsite and remote
  • you build a close relationship with stakeholders at customer site and watch over their customer satisfaction with Barco’s services and products
  • you overlook the complete installed base of partners and their customers and provide recommendations

You contribute to generating service revenue and focus on billable time

  • you assist our sales teams in selling professional services through helping them with their commercial proposals and provide support when needed;
  • you participate actively in developing the portfolio of services, standard deliverables, SOP’s and templates

You are known and respected as a technical expert in the healthcare domain:

  • you ensure consistency in deliverables amongst the team;
  • you focus on continuous improvement.
You share customer insights:
  • based on your market and customer insights, you provide feedback to product management and engineering teams on customer needs and value propositions
  • you share your view on customer demands and desires, collected through daily interactions with end-users, with our Product and Engineering teams.

 

 

 

We are looking for a new colleague who

is a technical expert with commercial flair and persuasiveness
 
Competencies:
  • you have a Masters’ or bachelors’ degree in a technical domain (preferably in IT or Electronics) with at least 5 years of experience in Healthcare (IT), in a Services-related field;
  • you understand technology, processes and regulations used in hospitals, this both in medical systems and software environments (Radiology or/and Surgical);
  • you are fluent in English and Dutch with excellent verbal and written communication and training skills and able to communicate effectively with executive management, engineers and end-users in the medical world;
  • you have an eye for commercial opportunities and can present as well as defend new offering concepts both internally and towards customers;
  • you have a solid understanding of international business & (Healthcare) industry trends;
  • you have a structured way of working, watching over the quality of deliverables;
  • you are willing to travel occasionally within the EMEA region.


 

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