Provide technical support to ensure customer satisfaction and improve process through feedback to Product Group and Management as required. Performs product demonstrations and assists in tradeshows in order to contribute to the products promotion. Provide product and system training to customers and partners, in order to ensure the knowledge and information dissemination.
Main Accountabilities :-
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.
Resolves any issues, provides technical support and expertise, in order to obtain customer acceptance and satisfaction. 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.
Performs scheduled/emergency onsite service repairs, schedules and performs on site preventive maintenance.
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.
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.
Provides technical support to the rest of the organization
Performs in-house/onsite training for customers & partners, customizing and maintaining training equipment. Translates existing training material when appropriate.
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, provides technical advice to assist Sales Managers in responding to customers’ or attendees’ questions.
Education :
Bachelor, or higher, or equivalent Degree through experience.
Competencies :
Ability to schedule and perform assignments independently
Good communication skills, service and client orientation
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