Global Service Escalation Engineer

📁
Customer Support/Service
📅
1900839 Requisition #

 

Function
 

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

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

 

We are looking for a new colleague with

Education
  • Master or bachelor degree in engineering (electronics, mechanics or ICT) or an equivalent combination of experience and education
Experience
  • Proven experience in technical product application or engineering field
  • 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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Pieter Peene referred the Product Owner Nexxis position. 6 days ago
Courtney Singleton referred the Technology Services Coordinator position. Aug 13, 2019
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Emiel De Grave referred the Mechanical Design Engineer position. Aug 13, 2019
Rob Jonckheere referred the Industrialization engineer position. Jul 19, 2019

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