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Customer Support/Service
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1900653 Requisition #
 
Function

The HelpDesk Team Lead plays an important role in supporting the HelpDesk team.  Not in an entry-level operational focused position only, but establishes a partnership relation with each member of the HelpDesk team to maximize accurate tickets, achieve high levels of customer satisfaction and ultimately be a strong contributor to the achievement of the department and company service volume and qualitative goals.


 

Key Responsibilities

 

The HelpDesk Team Lead (50%):

  • manages a  team of HelpDesk Engineers and ensures that agreed targets are met and appropriate qualitative standards achieved.
  • ensures guaranteed and balanced workload within the team by implementing staffing and scheduling models
  • makes recommendations for increased organizational efficiency and effectiveness.
  • handles first line escalation or issues from customers, sales, partners or internal contacts and implement methodologies to improve first call resolution.
  • provides regular performance coaching of the HelpDesk engineers.
  • Reports to the Customer Services Manager EMEA.
  • is not a fulltime job, this is always combined with the HelpDesk Engineer role.
  • ensures customer communication and defines all required actions, incl training needs to regain customer confidence and satisfaction. 

 

HelpDesk Engineer Role (50%):

  • Analyses technical problems which are reported via phone, e-mail or internet by customers, partners or customer service engineers.
  • Provides feedback to the service requester on the status of the problem, corrective actions taken and anticipated resolution time and estimated cost.
  • Resolves issues through ordering the necessary resources, both material and labor, after verifying technical compatibility, logistical possibilities and required competencies.
  • Detect quality issues and forward all relevant information to the appropriate escalation channel.
  • Provides information to the rest of the organization in case of escalation.
  • Reviews result of corrective actions.
  • In some cases, performs scheduled/emergency on-site service repairs and be on stand-by via telephone on weekend days.
We are looking for a new colleague who...
  • Has a technical Master or Bachelor Degree or equivalent through experience.
  • Has 5 years of experience in sales or customer service environment.
  • Has good coaching & leaderships skills; people manager. Experience in this is an extra asset.
  • Can work independently and has the necessary maturity, skills and commercial feeling to communicate with customers and other (internal) stakeholders, both orally and in writing.
  • Has excellent organization skills.
  • Has excellent computer proficiency including the “Microsoft Office package” and ERP systems.
  • Is fluent in Dutch and English; knowledge of other languages is an extra asset.
  • Has a supportive and customer focused orientation.
  • Is service & client oriented.
  • Has experience with any of Barco technologies (ENT, ENP and/or HC) is an extra asset.
 

Our offer    

  • An interesting, challenging job with lots of autonomy
  • A high-tech environment in our new headquarters                     
  • Continuous training & development opportunities through our very own Barco University
  • Barco was awarded the Top Employer label 2016 for its excellent working conditions.
 

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