Customer Services Engineer
Barco · Anyang-si
Key Responsibilities:
- 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.
- Resolve any issues, provide 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.
- Perform scheduled/emergency on site service repairs, schedule and perform on site preventive maintenance.
- Provide customer service reports, escalate 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 system.
- Maintain customer relations via phone/e-mail, or available service tools, and perform customer visits on a regular basis to assess product/service satisfaction and to promote any new product ideas or current product improvements.
- Provide technical support to the rest of the organization.
- Perform in-house/onsite/remote training for customers & partners, customizing and maintaining training equipment. Translate existing training material when appropriate.
- Assist/perform product demonstrations under Sales Managers responsibility, guarantee all tradeshow or demo equipment maintenance, assist in product set-up, operation and breakdown during company tradeshows.
- Resolve issues through ordering the necessary resources, both material and labor, after verifying technical compatibility, logistical possibilities and required competencies.
- Detect quality issues and forward all relevant information to the appropriate escalation channel.
- Review the results of corrective actions.
- Other tasks assigned by the reporting manager.
Qualifications & Competencies:
- Bachelor’s degree in Electronics, Electrical Engineering, or a related technical field.
- Ability to safely lift and handle heavy equipment and perform physical tasks associated with on-site installation and maintenance.
- Proficient in reading and writing English, and basic conversational English is acceptable, provided strong willingness to improve oral English ability.
- Willingness and ability to travel extensively for work, both domestically and occasionally internationally.
- Continuous learning mindset with a strong eagerness to attend specialized technical and product training.
- Certification in AV technology, networking or specific display system will be a plus.
- Valid driving license required (extensive driving experience is highly preferred).
Experiences:
For entry-level candidates:
- Demonstrating strong work ethic through internships, part-time jobs, or extracurricular technical projects.
- Participating in engineering competitions, relevant university projects, or academic awards will be highly preferred.
For experienced candidates:
- Prior experience in the AV industry, particularly with high-end imaging equipment, projection systems, or image processing.
- Strong hands-on experiences, including troubleshooting, repairing, and maintaining electrical/electronic machinery or commercial display systems.
- Proven track record of delivering technical support, conducting preventative maintenance, or providing customer training in a B2B environment.