Customer Services Manager

Overview

The Customer Care Manager (CCM) is responsible to develop and support Barco's Service Business Partners by maintaining and offering consistent service support. Responsibilities include monitoring, investigating, and providing in-depth reporting on the in-field performance of all assigned products.  

Responsibilities

1. A critical part of the CCM's function is to compile, edit, and gather accurate data and information pertinent to monthly technical reports, assuring they are legible and delivered on time.

2. Manages assigned products, assisting Business Partners and end users to achieve satisfactory performance. Ensures partners are fully supported in all technical and procedural areas. Use targeted reporting process to prioritize actions and field visits.

3. Schedules regular meetings with Business Partners to gather and disseminate information. This includes being compliant with Barco's policies and procedures. Familiarity with latest technical information, bulletins, and service programs. Assess partner and additional support needs.

• Gathers field machine performance data and fault samples.

• Partner development and personnel relationship building.

• Observing the business and service practices of the service partners and making recommendations to improve their efficiency and productivity.

• Monitoring their Performance Management matrix

• Reviews their assigned dealer A/R to minimize potential part ordering issues.

4. Co-ordinates efforts with field service representatives to ensure emergency visits are performed in a timely manner. Investigates and provides detailed reports which include surveying service partners, researching databases, performing on-site visits, obtaining samples, and researching potential solutions.  Reports pertinent data to management, and HQ service operations.

5. Co-ordinates with Project Management Office for scheduling projects within their region.

6. As required, conducts formal & informal spot Training Classes to ensure partner weaknesses are addressed and the technical competency of service partner personnel are at the highest levels. 

7. Works closely with Sales to develop new and existing dealers in assuring they are technically proficient on hardware and software products they have been trained on to maximize the potential for additional sales. Also to assure that the service partner can support the products they sell.

8. Is empowered to make on the spot decisions based on the situation at hand to maximize customer satisfaction, within acceptable corporate guidelines.

Accountabilities

• 100% accountable for partner communications, maintain warranty claims ratio of 90% or higher for each partner through the CCM Team.  
• Monitor and work with partners to maintain their A/R and does move to a credit hold condition.
• Must complete 4 joint partner visit per year (Sales & Service) and complete monthly partner visits (Service) based on budget.   
• Manage KPI results. Report monthly and quarterly
• Resolve customer disputes and monitor general activity in a timely manner.
• Report in a timely manner important field problems, sales issues, or competitive information.

Requirements

1. Bachelor's Degree in appropriate technical subject or equivalent certification and/or business experience plus 7 to 10 years industry experience.

2. Computer literate with strong communication & writing skills.

3. 10 years industry experience.

4. Think in a disciplined and logical manner

5. Ability to make decisions under pressure of time on limited information

6. Anticipating potential problems in order to proactively take action

7. Keeping up to date on knowledge in his/her field.

D&I Statement

At Barco, innovation drives everything we do. We believe that diversity fuels creativity, bringing us closer to our colleagues and customers. Inclusion and equity aren't just values—they're core capabilities that propel us toward our shared goals and mission.

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