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# Global Support Expert

- **Company:** Barco
- **Location:** Kortrijk, Belgium
- **Experience:** Expert
- **Contract:** Permanent contract
- **Skills:** Salesforce.Com, Bug Reporting
- **Published:** June 19, 2026
- **Apply:** https://www.careerjet.be/jobad/bee8fab606c575270d646e61e3a3c29e43

## About the Role

* Bachelor's degree required
 * Master's degree preferred

Experience

 * Minimum 5 years in a technical or engineering role
 * Comfortable working within a matrix organization, * Strong analytical and logical problem-solving mindset
 * High sense of ownership and accountability
 * Customer-centric attitude with a focus on service excellence
 * Ability to explain complex technical concepts clearly (1:1, group, or presentation settings)
 * Positive, collaborative, and constructive communication style

## Description

As a Technical Escalation Engineer, you take end-to-end ownership of the most complex technical issues escalated from regional helpdesks, customers, partners, and internal stakeholders. You serve as the technical bridge between field service teams, R&D, Quality, and Product Management-ensuring that every issue is understood, reproduced, investigated, and resolved with excellence.
Your mission is to safeguard product quality, customer satisfaction, and serviceability by providing deep technical analysis, driving cross-functional collaboration, and ensuring lessons learned translate into future product improvements.
What You Will Do

 * Own and manage escalated technical problems from identification to resolution.
 * Act as the primary technical interface between Business Units and regional service organizations.
 * Collect and analyze all relevant information: product data, log files, environment specifics, and reproduction steps.
 * Reproduce issues in our in-house lab and coordinate further investigation by R&D.
 * Perform occasional field interventions when needed to support critical cases.
 * Work closely with regional teams to retrieve defective hardware, manage administrative follow-up, and prepare materials for lab analysis.
 * Collaborate with QA and Product Management during Product Quality and Red Alert meetings.
 * Provide clear and timely communication on status, root cause findings, corrective actions, timelines, and cost estimates.
 * Document everything thoroughly in systems such as Salesforce and iTrack, and create Service Bulletins when applicable.
 * Monitor service tickets to detect failure patterns and launch proactive investigations.
 * Participate in NPI (New Product Introduction) serviceability reviews to ensure learnings and best practices shape new designs.
 * Maintain up-to-date knowledge of new products, technologies, and escalations.
 * Organize periodic escalation meetings with regional service teams to share insights and gather feedback.
 * Support teams during hypercare phases of new product launches.


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