Global Support Expert Digital Cinema Market

☞ Barco

看过: 175

更新日: 26-11-2025

位置: Kortrijk West Flanders

类别: 咨询/客户服务 IT-软件

行业: Appliances Electrical Electronics Manufacturing

水平: Entry level

工作类型: Full-time

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工作内容

Summary

In this role, you will troubleshoot escalated cases that require expert product skills and will act as the interface between the divisional R&D teams and the helpdesks or customers initiating the escalations. Secondly, you have a proactive role in educating, and coaching our internal and external 1st and 2nd line helpdesks.

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Key Responsibilities
  • Analyse and resolve escalated technical problems which are reported via phone, e-mail, service portal… by the regional helpdesk, customers, partners or internal stakeholders. This happens remotely, but may require an occasional onsite intervention.
  • Reproduce issues in a lab environment. Closely collaborate with the relevant R&D team, Product Manager and QA to come to a solution for our partners and customers.
  • Provide feedback to the service requester and internal stakeholders on the status of the problem, corrective actions taken and anticipated resolution time and estimated cost.

Document all information in the respective systems, such as SAP CRM and iTrack. Participate in PQM and red alert meetings as needed.
  • Continuously maintain your own knowledge regarding the newly introduced products and related technologies.
  • Proactively document and maintain best practices, lessons learnt, instructions, technical updates,…in the knowledge base or any other relevant format
  • Provide and collect frequent field feedback to/from sales, project management and service colleagues in order to maintain the loop between the division and its customers.
  • Develop and maintain product & service training programs in collaboration with Barco University

Participates occasionally in installations and configurations, on-site customer training, demo and tradeshow setup, operation and breakdown and new product and system hyper care.

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Qualifications

Education
  • Bachelor degree in engineering (electronics, mechanics or ICT) or an equivalent combination of experience and education

Experience
  • Interest and by preference proven experience in technical product application or engineering
  • Recognized by the organization and stakeholders as a product expert.

Competencies
  • Excellent communication skills
  • Service and client orientation, sense of urgency
  • Perform complex multiple assignments on schedule
  • Ability to develop creative and innovative solutions
  • Experience in technical documentation & training
  • Solid technical background, eager to learn
  • Active listening, coaching & influencing skills
  • Stress resistant
  • Team player
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最后期限: 10-01-2026

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