Global Support Expert

Function

As a Global Support expert, you will be responsible for dealing with complex customer problems, escalated from the first line helpdesk. 

Key Responsibilities

• Analyses and resolves escalated technical problems which are reported via phone, e-mail, service portal… by the regional helpdesks, customers, partners or internal stakeholders. This happens mainly remote but may require an occasional onsite intervention.
• Reproduces 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.
• Provides feedback to the service requester and internal stakeholders on the status of the problem, corrective actions taken and anticipated resolution time as well as estimated cost.
• Keeps track of relevant performance metrics on escalated cases and drives for improvements.
• Documents all information in the respective systems, such as SAP CRM, Salesforce and iTrack. Participates in PQM and red alert meetings as needed. 
• Continuously maintains knowledge regarding the newly introduced products and related technologies.
• Proactively documents and maintains best practices, lessons learned, instructions, technical updates, … in the knowledge database or any other relevant format such as field notes or service notes.
• Provides and collects frequent field feedback to/from sales, project management and service colleagues in order to maintain the loop between the division and its customers.
• Develops, maintains and delivers 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.
• Takes up the role of technical service account manager for a handful of named strategic accounts that require global overview and extra after-sales attention

Qualifications

• Bachelor’s degree in engineering (electronics or ICT) or an equivalent combination of experience and education. 
• Proven experience in technical product application or engineering field.
• Experience with professional display technologies and network configurations
• Understanding of the healthcare IT domain and surgical applications is an asset
• Good English communication skills, both oral and written.
• 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.
• Experience in repairing and reworking of electronic boards
• Natural propensity for precision manual work gained through experience in the electronics sector
• Ability to diagnose and to perform failure analysis
• Knowledge of the main instrumentation (e.g. oscilloscope, tester, etc.)
• Knowledge of electronic diagrams
• Willing to do some occasional travel