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We are looking for a Sales Support Engineer to work in the LATAM market predominantly in the Brazil and Mexico markets 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 in order 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 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. 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. 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. Logs necessary information on time in CRM system 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/remote 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. Detects 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.