Service Escalation Engineer

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.

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.

KEY RESPONSIBILITIES

Analyse and resolve escalated technical problems which are reported 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 SalesForce 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.
Participates occasionally in installations and configurations, on-site customer training, demo and tradeshow setup, operation and breakdown and new product and system hyper care.

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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