IX Sales Support EngineerDate: Aug 6, 2024Company: BarcoWe are looking for a Sales Support Engineer to work in the LATAM market predominantly in Brazil and Mexico, but some other countries as business needs arise. This position will provide technical on-site or remote support to ensure customer satisfaction. Establishes a good relationship with both end-customers and distribution partners that is built on trust and customer satisfaction. Provides product and system training or demos to peers, customers, and partners, in order to ensure the knowledge and information dissemination (onboarding). Performs product demonstrations and assists in tradeshows to contribute to the promotion of the product.Below are some of the job requirements:Review all necessary information including site specifications and conditions prior to demo or installation. In the case of installation by certified Barco dealers, provides technical support and training in addition to the 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. Provide feedback to the service requester on the status of the problem, take corrective actions, and anticipate resolution time and estimated cost. Report discrepancies from customer upon completion of installation or support operations to give valuable feedback to management and participate in the improvement of the process and products.Provide customer service reports, escalate open customer issues to management, in order to have clear, accurate, and up-to-date documentation on company service activities. Log necessary information on time in the CRM system.Maintain customer relations via phone/e-mail, or available service tools, and perform customer visits regularly to assess product/service satisfaction and promote 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/performs product demonstrations under Sales Managers' responsibility, guarantee all tradeshow or demo equipment maintenance, and assist in product set-up, operation, and breakdown during company tradeshows.Detect quality issues and forward all relevant information to the appropriate escalation channel.Schedule and request demo equipment for customers and end users via the CRM and work with logistics to provide site support for the equipment.#J-18808-Ljbffr
