Technical Support Coordinator

As Technical Support Coordinator, you respond to technical challenges effectively by phone (or email), fostering strong relationships with clients and improving product knowledge and the habits of on-site technicians.

Your main responsibilities are:

• Technical Customer Support & Internal Helpdesk

Provide timely responses to customers’ technical inquiries, prioritizing VIP clients and high-value sensors. Ensure prompt resolution of technical issues, through phone or written support to enhance customer satisfaction and loyalty. Punctual interventions on-site could be done.

Respond to the technical hotline, direct calls from European customers, and support the European Sales Team in product related questions and cases.

Investigate, create and coordinate technical documentation (ex.wiring diagrams) to support clients on-site.

Provide ongoing internal support in collaboration with the other colleagues from Technical Support Departement.

• Guidance and Support during Product Lifecycle

Collaborate closely with cross-functional teams (Sales, PM, R&D, Quality) to conduct field tests, identify opportunities for continuous improvement, and provide technical insights for product development, thanks to your daily contacts with technicians on the field.

• Administration and Reporting

Ensure knowledge sharing through written reports and documentation, facilitating continuous learning and improvement within the organization (Sales, Product Management, Marketing).

Define and track key performance indicators (KPIs) related to service and product quality, utilizing a ticketing system to measure customer satisfaction and identify areas for improvement.

• Product Testing

Ensure product (BEA & competition) testing and analyses in collaboration with Product Management and R&D teams.

• You hold a bachelor’s degree in a technical field (or you come from a different educational background and you have a strong interest in technological developments and solutions)
• You have at least 3 years of experience in a similar position
• You are fluent in English (C1/C2), German (C1/C2), and French (C1/C2)
• You show ability to advise and guide internal and external clients
• You ask the right questions (what - why - for what - how much - how) and argue
• Curiosity is part of your personality and you have thirst for learning
• You are a teamplayer, have a positive attitude and are open for adaptable communication (oral & written) - share findings with the teams
• You have a critical mind and approach work in a methodical way, while also understanding the sense of urgency and priorities.
• You are pro-active and you push boundaries and step out of comfort zone, with a desire for continuous improvement
• You are perseverant, patient and open minded.
• You are willing to accompany your colleagues for exceptional on-site missions (max. 5% of the time)

OUR OFFER

• In addition to being part of a great team that loves collaboration, birthday cake and fun - we offer a competitive package including extra-legal benefits (meal vouchers, eco-vouchers, collective bonus as well as individual bonus, 13th month, teleworking, health insurance and pension plan).
• BEA takes care of its employees by offering them 5 days of company leave in addition to the 20 days of legal leave.
• For our new parents, we take in charge 14 weeks of Parental Leave (new borns or adoption), both for moms (full paid maternity leave), dads as well as same sex parents.
• Under the motto ‘Work hard - Play hard’, our Party Committee makes sure we have cool events and after work drinks to socialize.
• We offer training programs allowing you to discover the company, your colleagues and understand the products and their applications.
• Working at BEA means being part of a fast-growing technological company.
• BEA stands for a pleasant working environment in which we pay attention to a sensible work-life balance.

BEA designs and produces detection solutions for automatic doors. The company was founded in 1965 and is based in Liege, Belgium. Organized in Business Units (EU, USA, Asia), BEA is present in Pittsburgh, Beijing and Tokyo. Worldwide, nearly 700 enthusiastic employees invest their energy and talent and contribute every day to the success of BEA.

Our products are used in automatic door systems all over the world. BEA is also expanding its range of services to new markets where our sensing technologies offer a competitive advantage. BEA now offers a range of products in the fields of access control, industrial door and passenger transport. Looking to the future, BEA develops solutions for new applications such as vehicle or people counting.

BEA is an equal opportunity employer and we welcome team members regardless of race, color, religion, gender, sexual preference, age or disability.