Customer Service Technical Expert

Mission

Join Our Journey as a Customer Success Technical Expert at IBA Industrial!

Imagine a career where you’re not just solving problems, but you're transforming the future of technology. At IBA Industrial, we’re the world leader in electron accelerators for industrial applications. Our innovative solutions touch lives globally, from sterilizing medical devices to enhancing materials’ properties. With over 60 accelerators active worldwide, we’re seeking dynamic and passionate individuals to join our team as Customer Success Engineers. This is more than a job; it's a chance to be part of a mission that makes a real impact for our customers.

Challenges we trust you with

As a Customer Success Technical Expert, you’ll be the heart and soul of our Customer Success team, ensuring our systems run seamlessly and our clients are always satisfied. Here’s what your journey with us will look like:

1. Stay Ahead with IBA Industrial Cutting-Edge Technology:
Stay ahead of technological advancements, ensuring our systems are always at their best. Your knowledge will keep our clients experiencing peak performance.
2. Drive Innovation:
Conduct engineering studies for upgrades and renovations. Your work will directly support sales and product management, and you’ll be creating thorough documentation and installation instructions, engaging stakeholders along the way.
3. Conduct System Audits:
Perform comprehensive system audits annually, both on-site and remotely. Your audits will be crucial in maintaining our systems' top-notch performance.
4. Enhance Incident Feedback:
Monitor and analyze feedback from system incidents. Your insights will support our Field Service Engineer team in resolving issues quickly and efficiently.
5. Lead Preventive Maintenance:
Implement preventive maintenance procedures. Define tasks that will enhance system reliability and minimize downtime, keeping our customers uptime to the highest standards.
6. Develop Technical Solutions:
Propose and develop innovative solutions that address market demands. Your creativity will keep our systems ahead of the curve.
7. Manage Obsolescence Proactively:
Take charge of managing system obsolescence, ensuring smooth transitions to new technologies and keeping our systems up-to-date.
8. Optimize Spare Parts:
Collaborate in defining safety stock levels and updating the Recommended Spare Parts List (RSPL). Present RSPL to customers and contribute to pricing strategies, ensuring we have what we need when we need it.
9. Support Product Service Management:
Provide technical support to align our service and upgrade roadmap with market trends. Your expertise will keep us on track with our goals.
10. Contribute to Digitalization:
Participate actively in developing and improving digital tools. Your input will enhance predictive maintenance and overall system performance.

What we value

Are you ready to elevate system reliability and make a significant impact? We’re looking for someone who:
• Holds a Master’s degree in engineering or science.
• Has hands-on experience  in intervention, installation, or maintenance of complex industrial systems (preferred but not mandatory).
• Fluent in  English, both speaking and writing.
• Thrives in a team environment with strong interpersonal skills.
• Is proactive, willing to take initiatives, and works autonomously.
• Is customer-oriented with excellent communication skills, including the ability to present ideas clearly.
• Is curious, fascinated by new technologies and eager to learn.
• Is willing to travel up to 25% (planned short periods ranging from a few days up to 2 weeks for major upgrades).
 

And you also are:

• Customer-oriented
• Driven, proactive and hands-on person
• Able to follow rules & regulations and you able to deliver on strict deadlines
• Analytical, able to identify root cause of issues
• A team player with strong interpersonal skills
• Willing to travel extensively during the training period (+/- 4 months)
• A flexible person, willing to work in rotating shift work, night work and weekends (up to 50% of your time)