Customer Services Engineer

Press Tab to Move to Skip to Content Link

Select how often (in days) to receive an alert :

Customer Services Engineer Location : Port Melbourne, VIC, AU

Company : Barco

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, as well as other products supported from our Entertainment Enterprise, Control Room, Meeting Experience & Medical solutions divisions. The Customer Service Engineer acts 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 a highly positive experience with Barco. The role involves providing service quotations, repairs, and product / technical information updates to our partners and end users. Overall, the Customer Service Engineer serves as a main contact point in the service division, with a focus on customer satisfaction and service excellence.

Responsibilities 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 clearly. Work with Sales and product escalation teams to address specific customer inquiries, technical challenges, and installation requirements. Product Knowledge and Expertise : Maintain in-depth knowledge of our cinema projection solutions, including laser technology, media systems, and automation systems. Stay updated on advancements in projector technologies (e.g., Laser / LED, DCI standards, HDR, etc.). Provide insights into product features, technical specifications, and benefits, ensuring customers understand and appreciate the technical advantages and ROI. Post-Sales Technical Support : Assist customers with installation, configuration, troubleshooting, and training post-sale. Work closely with service admins and partners' technical engineers to resolve issues promptly. Use Salesforce dashboards to monitor and address open cases, maintaining high customer satisfaction. Keep accurate records of interactions, installations, and configurations for future support. Collaboration and Training : Share technical knowledge and provide training with sales teams, resellers, and partners. Act as a liaison between sales and service escalation departments, providing feedback and insights for product improvement. Participate in industry events, exhibitions, and conferences to stay current on market trends. Specific Interfacing : Communicate closely with clients to maintain the My Barco Help Desk, ensuring KPI targets (response time, TAT, customer satisfaction) are met. Document escalated issues thoroughly in Salesforce CRM for analysis. Provide regular progress updates to management and coordinate with the local sales team. D&I Statement At Barco, innovation drives everything we do. We believe that diversity fuels creativity, bringing us closer to our colleagues and customers. Inclusion and equity are core values that propel us toward our shared goals and mission.

J-18808-Ljbffr