Customer Service Engineer

Challenges we trust you with

IBA is looking for a motivated Customer Service Engineer  to play a pivotal role in our Radiopharma Solutions Business Unit. If you have a passion for delivering high-quality customer support and a drive to be at the forefront of service innovation, this opportunity is for you!

About the Role

As a Customer Service Engineer, you will be an essential contributor to the IBA Kare program (customer portal management) and the Customer Service department, which oversees all service operations—maintenance, upgrades, and spare parts—for our entire Installed Base. You will work directly with cross-functional teams to enhance customer satisfaction through a proactive, innovative approach to service management and upgrades.

Key Responsibilities

1. Customer Portal and Service Support

• Lead the IBA Kare Program: Oversee the customer portal, assisting clients with deployment and ensuring seamless experiences.
• Coordinate Service Operations: Engage with the sales team to respond to commercial requests, and manage technical and budgetary quotes for upgrades in close collaboration with internal departments.
• Technical Guidance: Act as a technical reference for customers, providing advice and support to the Sales Manager.
• Ticketing Service Management: Manage and dispatch customer requests efficiently through our ticketing service, ensuring timely and effective resolutions for all inquiries.

2. Service Sales and Upgrade Management

• Upgrade Quotations: Develop technical scopes, schedule projects, and prepare budgets for upgrade requests in close partnership with Service Sales Managers and Product Managers.
• Internal Collaboration: Liaise with stakeholders from R&D to MSC to gather costs and create service descriptions.
• Innovation in Service Operations: Support and participate in designing and updating the upgrade quotation tool.

3. Technical and Market Intelligence

• Market Intelligence: Monitor the installed base for obsolescence and proactively identify upgrade opportunities through data collection and analysis.
• Tool Development: Work with Key Account Managers to refine tools for optimized service timing and resource allocation.
• Support for Technical Support Center and Development: Contribute to the development and validation of our troubleshooting tool, Dezide, for effective problem-solving. Additionally, play an active role in fulfilling the IBA knowledge database.

What we value

• Technical Expertise: A background in engineering, ideally within the healthcare, medical devices or radiopharmaceutical industry.
• Customer-Centric Mindset: Strong interpersonal skills and a proactive approach to understanding and meeting customer needs.
• Project Management Skills: Ability to manage multiple projects, coordinate internal/external resources, and meet tight deadlines.
• Analytical Skills: Proficiency in data collection and analysis for proactive service management.
• Team Collaboration: Excellent ability to work cross-functionally with various departments.