Technical Support Team Lead

Your mission will be to lead, structure and develop the Technical Support team (4 people) in order to ensure reliable, consistent and high-quality technical support for our customers and internal teams.

As Technical Support Team Lead, you will play a key role in organizing technical support activities, developing the team’s capabilities and continuously improving our ways of working. Your main responsibilities will include:

• Leading and developing the Technical Support team by clarifying roles, setting priorities, supporting performance and fostering a culture of collaboration, constructive feedback and continuous improvement.

• Ensuring the efficiency of technical support activities, including hotline support, written support, troubleshooting, escalation management and complex field interventions when required.
• Structuring and improving support processes by defining response standards, escalation paths, diagnostic tools and common ways of working.
• Using support data and field feedback to identify recurring issues, monitor quality indicators and turn insights into concrete improvement actions for Product Management, R&D, Quality and Sales teams.
• Developing knowledge management practices by ensuring that solutions, best practices, FAQs, procedures and technical learnings are documented, accessible and regularly updated.
• Contributing to the development of digital support tools such as knowledge bases, dashboards, self-service tools, diagnostic aids or chatbot solutions for recurring questions.
• Ensuring the quality of technical documentation and training materials for customers, Sales, Technical Sales, Area Sales Managers and other internal stakeholders.
• Acting as a strategic technical interface between the field and central departments, contributing to the continuous improvement of products, tools and customer experience.

Do you have experience in Technical support?, Do you have a Master’s degree?, * You hold a Master’s degree, a Bachelor’s degree in engineering, electronics, industrial sciences, automation or have an equivalent technical background through experience.

• You have around 10 years of experience in technical support, product expertise, technical training and/or a technical-commercial environment, including proven experience in expert coordination or people management.
• You are able to analyse and solve complex technical issues while structuring learnings so they can benefit the wider organization.
• You have a strong understanding of support operations, escalation logic, service quality and priority management.
• You enjoy turning data and field feedback into indicators, recommendations and concrete improvement actions.
• You are comfortable using CRM tools, ticketing/case-management tools, knowledge bases, collaborative tools and reporting solutions. Knowledge of Power BI or digital/AI tools applied to support is an asset.
• You communicate fluently in French and English. German is an asset.
• You are recognized for your leadership, your ability to bring experienced technical profiles together and your capacity to build trust.
• You combine analytical thinking, customer focus, rigor, pragmatism and sound judgement under pressure.
• You are open to occasional travel depending on critical cases, internal alignment or customer support needs.

Pulled from the full job description

• Company car
• Food allowance
• Eco vouchers
• Company events, You bring your skills and positive attitude to BEA Sensors. In return, we offer you:
• The opportunity to join a team where collaboration, curiosity and kindness are part of the DNA.
• An innovative, product-oriented technology environment with a real work-life balance.
• A comprehensive training and onboarding program.
• Friendly company events such as afterworks, Saint-Nicolas celebrations, jogging events and more, thanks to our party committee.
• A full-time contract, 37 hours/week, with 20 legal holidays + 5 additional days.
• Flexible working hours and 2 days of remote work per week, outside the onboarding period.
• An attractive salary package: company car, company phone, meal vouchers, eco vouchers, hospitalization and group insurance, individual and collective bonus, and 13th month.
• The salary range for this position will be shared during the first phone screening.
• 14 weeks of leave for births or adoptions, for fathers, mothers and same-sex parents, with maternity leave paid at 100%.

BEA designs and manufactures sensing solutions for automatic doors. The company was founded in 1965 and is based in Liège, Belgium. Organized into Business Units in Europe, the United States and Asia, BEA is also present in Pittsburgh, Beijing, Tokyo and Singapore. Worldwide, more than 700 enthusiastic employees bring their energy and talent every day and contribute to BEA’s success.

Our products are used in automatic door systems around the world. BEA is also expanding its range of services into new markets where our sensing technologies provide a competitive advantage. BEA now offers product ranges in access control, industrial doors and people transportation. Looking ahead, BEA is developing solutions for new applications such as vehicle counting and logistics automation.