Customer Services Engineer

3 weeks ago

Port Melbourne, Australia Barco Full time

This position requires an in-depth knowledge of how technology is used to enable business goals. You will be responsible for managing all facets of the relationship with key partners while ensuring business goals are being met. The Barco Cinema division would be the primary focus covering technical end-to-end solutions and services. Also, other products supported from our Entertainment Enterprise, Control Room, Meeting Experience & Medical solutions divisions. The Customer Service Engineers focus is to act as a liaison between Barco and its partners (Cinema, Rental/Staging, SI Channel, and Distribution channel where required) and is responsible for addressing customer needs and ensuring they have a highly positive experience in dealing with Barco. The Customer Service Engineer will be responsible for providing our partners, end users, with service quotations, repairs and product/technical information updates. Overall, the Customer Service Engineer will serve as one of the main contact points in the service division of the business. Our focus is % on customer satisfaction and we are continually striving for excellence.

Responsibilities

1. Pre-Sales Technical Support:

Collaborate with the sales team to identify and understand customer needs, providing technical advice and guidance on cinema projection solutions. Conduct technical presentations and assist with product demonstrations for potential customers, explaining complex technical information in a way that aligns with customer needs. Work with Sales and product escalation teams to address specific customer inquiries, technical challenges, and unique installation requirements.

2. Product Knowledge and Expertise:

Maintain an in-depth knowledge of our full range of cinema projection solutions, including laser technology, media systems and automations systems.  Stay updated on advancements in projector technologies (e.g., Laser/ LED technology, DCI standards, HDR, and other innovations relevant to cinema projection). Provide insights into product features, technical specifications, and benefits of advanced technologies used in our solutions, ensuring customers understand and appreciate the technical superiority and ROI of our products.

3. Post-Sales Technical Support:

Provide technical support to customers after the sale, assisting with installation, configuration, troubleshooting, and training as needed. Work closely with service admins and partners technical engineers to resolve customer issues promptly, ensuring satisfaction and product performance. Use Salesforce dashboards to monitor and address any open cases and maintain a high level of customer satisfaction Maintain accurate records of technical support interactions, installations, and configurations to assist with future troubleshooting and support.

4. Collaboration and Training:

Collaborate with the sales team, resellers, and partners to share technical knowledge and provide training sessions on our solutions. Act as a liaison between the sales and Service escalation departments, providing customer feedback and technical insights that contribute to product development and improvement as needed Be able to Participate in industry events, exhibitions, and conferences to stay current on market trends and network with industry as need. 

5. Specific Interfacing

Work and communicate closely with Clients to maintain the My Barco Help Desk to assure that KPI are maintained in regards to “first time response“, TAT of ticket closure and customer satisfaction; Assure that any escalated issues are fully and correctly documented with regards to configuration, log files in the My Barco (salesforce CRM System) tickets to assist PB in being able to perform in-depth analyze within the shortest of time. In all aspects communicate progress to Management and provide regular updates and progress reports as appropriate. Responsible to the Operations & Services Manager and working close with the local sales team for each division.

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