Customer Services Engineer

Barco; Mumbai City; On-site; INR 700,000 - 1,300,000; Full time

Job summary

Barco in Mumbai seeks a technical support specialist to ensure customer satisfaction through installation planning, on-site service, and training for customers and partners. You will coordinate site requirements, perform demonstrations, and assist in tradeshows to promote Barco products.

The role requires 3–6 years of relevant experience, strong English communication, and CCNA-certified networking knowledge.

Qualifications

• 3–6 years of relevant experience in technical support or field service.
• Bachelor, or higher, or equivalent degree.
• CCNA certification (basic networking knowledge).

Responsibilities

• Review site specs, develop installation plan and prepare tools for installation.
• Provide technical support during installation and dealer training.
• Resolve issues to achieve customer acceptance and satisfaction.
• Perform on-site preventive maintenance and emergency service.
• Provide customer service reports and escalate issues to management.
• Maintain customer relations via phone/email and visits.
• Provide technical support to internal teams.
• Lead/training for customers and partners, translate training material.
• Assist/perform product demonstrations and support trade shows.

Skills

Communication

AV knowledge

Networking (CCNA)

Education

Bachelor's degree or higher

Job description

Job Description:

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.

Experience:

3-6 Years.

Job Location:

Mumbai

Job Description :-

• 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

English Speaking, reading & writing skills

Knowledge of AV products

Basic Networking Knowledge (Mandatory CCNA Certified)

Requirements: