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Saronno, IT

Date:  Aug 5, 2022
Job ID:  6017

Global Support Expert Surgical & Modality

Barco designs technology that makes everyday life a little better. Seeing beyond the image, we develop sight, sound, and sharing solutions to help you work together, share insights, and wow audiences. Our focus is on three core markets: Enterprise (from meeting and control rooms to corporate spaces), Healthcare (from the radiology department to the operating room), and Entertainment (from movie theaters to live events and attractions). Our solutions make a visible impact, allowing people to enjoy compelling entertainment experiences; to foster knowledge sharing and smart decision-making in organizations and to help hospitals provide their patients with the best possible healthcare. Headquartered in Kortrijk (Belgium), Barco realized sales of 804 million euro in 2021 and has a global team of 3,000+ employees, whose passion for technology is captured in +500 granted patents.


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


Main activities:

  • 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


Your profile: 

  • Bachelor’s degree in engineering (electronics, mechanics or ICT) or an equivalent combination of experience and education. 
  • Oroven 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

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