Serviceability & Technical Support Specialist – IX Business Unit
Are you passionate about ensuring products are service-ready and technically supported from launch to end-of-life? Join our IX Business Unit as a
Serviceability & Technical Support Specialist
, where you'll play a pivotal role in both preparing our products for market and resolving complex technical challenges.
Your Role
Serviceability Responsibilities
As the Service delegate in the New Product Introduction (NPI) process, you will:
* Ensure all service aspects are defined, documented, and rolled out to regional Service teams before product launch.
* Collaborate closely with R&D, Supply Chain, Service, Barco University, and other stakeholders.
* Represent Service in product phase-out processes (End of Life and End of Service).
* Participate in serviceability reviews to integrate best practices and lessons learned into future product designs.
* Support hypercare activities during new product launches.
* Continuously update your knowledge on new products and technologies.
* In the role of serviceability engineer you may sporadically have to travel to R&D in Norway, China or Sacramento.
Technical Support Responsibilities
As a Technical Support Specialist, You Will
* Own and resolve escalated technical issues from helpdesks, customers, partners, and internal teams.
* Act as the key interface between the Business Unit and regional service teams for technical inquiries.
* Gather and analyze all relevant data (logs, environmental conditions, etc.) to understand reported issues.
* Coordinate lab investigations and collaborate with R&D to reproduce and resolve problems.
* Work with QA and Product Management to drive solutions and participate in Product Quality and Red Alert meetings.
* Provide timely updates to stakeholders on issue status, corrective actions, resolution timelines, and cost estimates.
* Document findings and actions in systems like Salesforce and iTrack; create Service Bulletins when needed.
* Monitor service tickets to identify failure trends and initiate investigations.
* Organize regular Escalation Meetings with regional teams to share updates and gather feedback.
What You Bring
* You can communicate fluently in both Dutch and English.
* Strong analytical and problem-solving skills.
* Excellent communication and coordination abilities.
* Experience in technical support, service engineering, or product development.
* Ability to work cross-functionally and manage multiple stakeholders
Why Join Us?
This is a unique opportunity to influence product readiness and customer satisfaction from the inside out. You'll be part of a dynamic team, working on cutting-edge technologies and ensuring our products deliver excellence throughout their lifecycle.