Technical Account Manager

Mission

You will be part of the –IBA Industrial– Customer Success team. As a Technical Account Manager you will be responsible to build and manage a proactive relationship with our existing and future IBA Industrial customers. You will collect and follow-up feedbacks from customers and organize all required technical support to ensure smooth operations and a successful customer experience. 

This position interacts with all levels of IBA Industrial teams (Sales, Service Engineering, Field Service Engineering, Software, Product management, Third Parties) and as well as other internal and external stakeholders to ensure successful execution of your mission. 

Job localization is remote (no IBA Industrial offices in the USA), with some travels to IBA Industrial HQ (in Louvain-La-Neuve, Belgium)
 

Challenges we trust you with

• Ensure that the customer voice is heard within IBA industrial by collecting customer feedback through recurrent calls and surveys. 
• Be the main contact point for the customer; seek continuous customer satisfaction through proactive meetings with the installed base. 
• Leading the coordination with internal departments to ensure all contractual services and deliverables are met (preventive & corrective maintenance, remote support, …).

• Follow-up all on-site visits with the different stakeholders.
• Escalate issues (when applicable) following existing process and ensure that information is shared within the organization 
• Detect recurrent issues, share and follow up with the relevant team (e.g., Engineering, Product, Sales, …) seeking for continuous improvement. 
• Identify services provided outside of the contractual scope of supply, ensure communication to customer and financial follow up. 
• Maintain good working relationships with customers and other stakeholders, managing expectations and effectively communicating status updates. Ensure all customer requests are followed and answered (tickets follow-up). 

What we value

• A Master's Degree in engineering or industrial sciences
• Project management experience in an international and multicultural environment, preferably with experience in an industrial environment is an asset. 
• Good knowledge of MS Office, knowledge of SAP is an asset 
• Excellent communication skills in English.  French is an asset. 

And you also are:

• Customer focus mindset with strong people management skills 
• An assertive person with strong interpersonal skills, able to drive change 
• Able to organize your work autonomously and enjoy exercising independent initiative 
• An analytical and creative mindset 
• A team player mindset.
• Flexible and stress resistant with very good planning, communication & organizing skills 
• Interested by various technologies, having a broad technical knowledge and willing to update it continuously
• Willing to travel internationally up to 15% of working time. 

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 your by joining our dedicated colleagues and giver your career a new meaning.