Apply now »

Kortrijk, BE

Date:  Mar 18, 2023
Job ID:  7980

Global Support Expert

As an international company with European roots (HQ in Kortrijk, Belgium), Barco has a culture of collaboration across borders and nationalities.
Because we believe diversity leads to more great ideas and drives innovation.
Thanks to our over 3,000 visioneers, we develop unique visualization & collaboration technology that helps professionals accelerate innovation in the healthcare, enterprise and entertainment markets.



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



  • 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

Apply now »