Customer Service Engineer

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!

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.

• 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.

• 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.

• 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.

• 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.