Customer Success Technical Expert

IBA Worldwide; Town of Italy (NY); On-site; USD 70,000 - 90,000; Full time

Job summary

IBA Worldwide is seeking a Customer Service Technical Expert in the Town of Italy, New York. Join our Customer Success team to ensure optimal performance of our systems. Responsibilities include conducting system audits, implementing preventive maintenance, and providing support to engineers. Ideal candidates will have a Master's degree in engineering, strong interpersonal skills, and be fluent in English. The role requires a proactive attitude and willingness to travel up to 25%. A dynamic, diverse working environment awaits you at IBA.

Qualifications

• Master's degree in engineering or science or equivalent experience.
• Hands-on experience in installation or maintenance of industrial systems.
• Proactive and autonomous attitude, ready to take initiatives.
• Willing to travel up to 25% for short periods.

Responsibilities

• Ensure optimal performance of systems as a Customer Service Technical Expert.
• Conduct annual system audits and provide technical support to engineers.
• Implement preventive maintenance and propose innovative solutions.

Skills

Hands-on experience with complex industrial systems

Fluent in English

Strong interpersonal skills

Customer-oriented communication

Education

Master's degree in engineering or science

Job description

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Join our team as a Customer Service Technical Expert and be at the forefront of ensuring the optimal performance and reliability of our cutting‑edge systems. You will be part of the Customer Success team and will play a key role within IBA Industrial. You will be Responsible for the gathering and maintenance of installed base knowledge in order to leverage it in terms of customer satisfaction and IBA profitability.

Your expertise will drive customer satisfaction, boost system health, and elevate our service quality.

Challenges we trust you with

Key Responsibilities:

• Stay Ahead of the Technology Curve: Keep abreast of the latest developments in system configuration and health status to ensure our clients experience state‑of‑the‑art performance.
• Conduct preliminary engineering studies for upgrade and renovation plans in order to support sales and enhance product management. Prepare thorough documentation, validation tests, and installation instructions while engaging stakeholders and supporting tender preparation.
• Annual System Audits: Conduct comprehensive system audits annually, both on‑site and remotely, to maintain top‑notch system performance.
• Incident Feedback Loop: Monitor feedback and insights from system incidents and provide invaluable support to the Field Service Engineer team, ensuring quick issue resolution.
• Enhance Reliability Through Preventive Maintenance: Implement preventive maintenance procedures and define specific tasks to enhance system reliability and minimize downtime.
• Innovative Technical Solutions: Propose and develop technical solutions and enhancements that boost system reliability, addressing the ever‑changing market demands.
• Proactive Obsolescence Management: Take proactive measures to manage system obsolescence, ensuring smooth transitions to new technologies.
• Spare Parts Optimization: Collaborate in defining safety stock levels at regional hubs, updating the Regional Spare Parts List (RSPL), presenting RSPL to customers, and contributing to spare parts pricing strategies.
• Technical Support for Product Service Manager: Provide technical support to the Product Service Manager in aligning our service and upgrade roadmap with market trends and internal industrial stakeholders.
• Active Contribution to Tools Development and digitalization: Actively participate in the development and improvement of tools and digitalization initiatives improving predictive maintenance.

What we value

• A Master’s degree in engineering or science or equivalent experience.
• Hands‑on experience in intervention, installation, or maintenance of complex industrial systems is highly valued.
• Fluent in English (speaking and writing).
• Team player with strong interpersonal skills, ready to work in a complex and international environment.
• Proactive, willing to take initiatives and autonomous.
• Customer‑oriented with excellent communication skills including presentation of ideas.
• Fascinated by new technologies and always willing to learn.
• Willing to travel up to 25 % (for short periods ranging from a few days up to a maximum of one week for major upgrades and revampings).

Life at IBA

Diversity is fundamental to our culture. We value the uniqueness of individuals and the different perspectives and talents they bring to IBA. We learn from and respect the cultures in which we work, promote diversity within our workforce, and have an inclusive environment that helps each and every one of us to fully contribute to IBA’s success.

The identity of IBA is characterized by a group of colleagues driven by motivation, curiosity, creativity, the desire to learn on a daily basis, by technical challenges and above all by a highly developed team and family spirit that makes the daily life smoother and more enjoyable!

By joining a team of about 40 nationalities and working on more than 45 different sites on 3 continents, IBA offers you the opportunity of a meaningful career with a direct impact in the fight against cancer.

We are driven by:

• Innovating in a cutting‑edge technology environment
• Developing professional and personal skills by learning on the Job; by participating in challenging projects; top‑class courses
• Evolving in a friendly culture environment based upon solid values (dare - share - care - be fair)
• Acting autonomously and belonging to motivated teams with good work‑life balance
• Contributing to a company where sustainability, safety and well‑being are key to our success

If you are passionate, cause‑driven, you can make this quest yours by joining our dedicated colleagues and give your career a new meaning.