Technical Solutions Specialist

4 days ago

Melbourne, Victoria, Australia Barco Full time
About the Role:

This position requires a deep understanding of technology's impact on business objectives. You will be responsible for managing all aspects of key partnerships, ensuring business goals are met. The primary focus is on Barco Cinema division, covering end-to-end technical solutions and services. Additionally, you will support products from other divisions, including Entertainment Enterprise, Control Room, Meeting Experience & Medical solutions.

Key Responsibilities:
  1. Pre-Sales Technical Support:
    1. Collaborate with sales teams to identify customer needs, providing technical guidance and advice on cinema projection solutions.
    2. Conduct technical presentations and assist with product demonstrations, explaining complex information in a customer-centric manner.
    3. Work with Sales and product escalation teams to address specific customer inquiries, technical challenges, and unique installation requirements.
  2. Product Knowledge and Expertise:
    1. Maintain in-depth knowledge of our full range of cinema projection solutions, including laser technology, media systems, and automation systems.
    2. Stay updated on advancements in projector technologies, such as Laser/LED technology, DCI standards, HDR, and other innovations relevant to cinema projection.
    3. Provide insights into product features, technical specifications, and benefits of advanced technologies used in our solutions, ensuring customers understand and appreciate their technical superiority and ROI.
  3. Post-Sales Technical Support:
    1. Provide technical support to customers after the sale, assisting with installation, configuration, troubleshooting, and training as needed.
    2. Work closely with service admins and partner technical engineers to resolve customer issues promptly, ensuring satisfaction and product performance.
    3. Use Salesforce dashboards to monitor and address any open cases, maintaining high customer satisfaction levels.
    4. Maintain accurate records of technical support interactions, installations, and configurations to aid future troubleshooting and support.
  4. Collaboration and Training:
    1. Collaborate with sales teams, resellers, and partners to share technical knowledge and provide training sessions on our solutions.
    2. Act as a liaison between sales and Service escalation departments, providing customer feedback and technical insights that contribute to product development and improvement as needed.
    3. Participate in industry events, exhibitions, and conferences to stay current on market trends and network with industry professionals as required.
  5. Specific Interfacing:
    1. Work closely with clients to maintain the My Barco Help Desk, ensuring KPIs are met regarding first-time response, TAT of ticket closure, and customer satisfaction. Document escalated issues correctly, including configuration and log files in My Barco tickets, to facilitate in-depth analysis.
    2. Communicate progress to Management and provide regular updates and progress reports as necessary.
    3. Responsible to the Operations & Services Manager and working closely with the local sales team for each division.

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