Job Description

Resolves any issues, provides technical support and expertise, in order to obtain customer acceptance and satisfaction. Provides feedback to the service requester on the status of the problem, take corrective actions and anticipates resolution time and estimated cost. 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.Escalates open customer issues to management, in order to have a clear, accurate and up to date documentation on company service activities. Logs necessary information on time in CRM systemMaintains high customer satsifaction through professional customer relations via phone/e-mail, or other available service tools, and performs customer visits occasionally to assess product/service satisfaction and to promote any new product ideas or current product improvements.Provides Barco product technical support to the rest of the organizationPerforms in-house/onsite/remote training for customers & partners, customizing and maintaining training equipment. Translates existing training material when appropriate.Performs initial assessment of complaints for medical devices. Evaluates if a complaint is potentially reportable to the Authorities based on the criteria from the relevant regulations.Resolves issues through ordering the necessary resources, both material and labor, after verifying technical compatibility, logistical possibilities and required competencies.Detects quality issues and forward all relevant information to the appropriate escalation channel.Leads other special technical departmental projects and perform other duties as assigned by leadership.Reviews the results of corrective actions.

Barco