Customer Service Engineer

Mission

The Customer Service Engineer will be part of the Customer Success team and will play a key role within IBA Industrial. He will be Responsible for the gathering and maintenance of installed base knowledge in order to leverage it in terms of customer satisfaction and IBA profitability.
He will drive improvement and optimization proposals and will be a role model for the field service team in terms of technical knowledge and setting standards for customer satisfaction behaviors.

Challenges we trust you with

As a Customer Service Engineer, you are responsible for :
 

• Keeping up to date the  knowledge of the installed base (system configuration, system health status,…)
• Follow up the REX of the issues on the installed base and support the Field Service Engineer team
• Follow up the Preventive maintenance  and define specific maintenance tasks in order to improve the reliability of the systems
• Perform yearly system audits (onsite and remotely)
• Propose technical solutions and improvements to increase the systems reliability
• Manages proactively  the obsolescence of the systems
• Spare parts  support (define safety stocks in the regional hubs, update RSPL, present RSPL to customers, be part of the spare parts price strategy..)
• Support technically the product service manager to build the services and upgrades roadmap consistently with the market and with the internal Industrial stakeholders.
• Participate proactively to the development of the tools such as service max, ticketing tool, digitalization,…
• Support the after-sales teams  to reach the sales target.

What we value

• A Master’s degree in engineering OR science or equivalent experience.
• A first experience in a relevant industry is an asset. Experience in services business is a plus.
• Fluent in English (speaking and writing).
• Team player with strong interpersonal skills, ready to work in a complex and international environment.
• Proactive, willing to take initiatives and autonomous.
• Customer-oriented with excellent communication skills including presentation of ideas.
• Fascinated by new technologies and always willing to learn.
• Willing to travel up to 20 % (4 to 6 days per month).

Life at IBA

Diversity is fundamental to our culture. We value the uniqueness of individuals and the different perspectives and talents they bring to IBA. We learn from and respect the cultures in which we work, promote diversity within our workforce, and have an inclusive environment that helps each and every one of us to fully contribute to IBA’s success.

The identity of IBA is characterized by a group of colleagues driven by motivation, curiosity, creativity, the desire to learn on a daily basis, by technical challenges and above all by a highly developed team and family spirit that makes the daily life smoother and more enjoyable!

By joining a team of about 40 nationalities and working on more than 45 different sites on 3 continents, IBA offers you the opportunity of a meaningful career with a direct impact in the fight against cancer.

We are driven by: 

• Innovating in a cutting-edge technology environment
• Developing professional and personal skills by learning on the Job; by participating in challenging projects; top class courses 
• Evolving in a friendly culture environment based upon solid values (dare - share - care - be fair) 
• Acting autonomously and belonging to motivated teams with good work-life balance 
• Contributing to a company where sustainability, safety and well-being are key to our success

If you are passionate, cause-driven, you can make this quest yours by joining our dedicated colleagues and give your career a new meaning.