Technical Support Team Lead

Bureau d'Electronique appliquée S.A.; Angleur; Sur place; EUR 60 000 - 80 000; Plein temps

Avantages offerts par ce poste

Flexible working hours

Company car

Meal vouchers

Hospitalisation and group insurance

Comprehensive training

Résumé du poste

Bureau d'Electronique appliquée S.A. is seeking a Technical Support Team Lead based in Belgium, at the Liège Science Park. In this role, you will lead a team providing high‑quality support for our Pedestrian Entrance Sensors. You'll ensure efficient support activities and develop knowledge-management practices.

The ideal candidate has a Master’s degree, around 10 years of experience in technical support, and strong analytical skills. Benefits include a full-time contract, flexible working hours, an attractive salary package, and comprehensive training.

Qualifications

• 10 years of experience in technical support or similar roles.
• Proven experience in expert coordination or people management.
• Ability to work under pressure with analytical thinking.

Responsabilités

• Lead and develop the Technical Support team.
• Ensure efficient technical support activities.
• Structure and improve support processes.

Connaissances

Analytical skills

Leadership qualities

Fluency in French

Fluency in English

Deep understanding of support operations

Formation

Master’s degree in engineering or related field

Outils

CRM tools

Power BI

Description du poste

Overview

For its Sales department, BEA Europe is looking for a Technical Support Team Lead for the Pedestrian Entrance Sensors (PES) segment, based in Belgium at the Liège Science Park.

Mission

Lead, structure and develop a technical support team of four people, ensuring reliable and high‑quality support for customers and internal teams.

Responsibilities

• Lead and develop the Technical Support team: clarify roles, set priorities, support performance and foster a culture of collaboration, constructive feedback and continuous improvement.
• Ensure efficient technical support activities, including hotline support, written support, troubleshooting, escalation management and complex field interventions when required.
• Structure and improve support processes by defining response standards, escalation paths, diagnostic tools and common ways of working.
• Use 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.
• Develop knowledge‑management practices by documenting, making accessible and regularly updating solutions, best practices, FAQs, procedures and technical learnings.
• Contribute to the development of digital support tools such as knowledge bases, dashboards, self‑service tools, diagnostic aids or chatbot solutions for recurring questions.
• Ensure the quality of technical documentation and training materials for customers, Sales, Technical Sales, Area Sales Managers and other internal stakeholders.
• Act as a strategic technical interface between the field and central departments, contributing to the continuous improvement of products, tools and customer experience.

Qualifications

• Master’s degree (or equivalent) in engineering, electronics, industrial sciences, automation or a related technical background; a Bachelor’s degree is also acceptable.
• About 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.
• Strong analytical skills: ability to analyse and solve complex technical issues while structuring learnings so they benefit the wider organisation.
• Deep understanding of support operations, escalation logic, service quality and priority management.
• Enjoy turning data and field feedback into indicators, recommendations and concrete improvement actions.
• 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.
• Fluency in French and English; German is an asset.
• Recognised leadership qualities, ability to build trust and bring experienced technical profiles together.
• Ability to work under pressure with analytical thinking, customer focus, rigor, pragmatism and sound judgement.
• Open to occasional travel depending on critical cases, internal alignment or customer support needs.

Benefits

• Full‑time contract, 37 hours per week, with 20 legal holidays plus five additional days.
• Flexible working hours and two days of remote work per week, outside the onboarding period.
• Attractive salary package: company car, company phone, meal vouchers, eco vouchers, hospitalisation and group insurance, individual and collective bonus, and a 13th month.
• Comprehensive training and onboarding programme.
• Company events such as afterworks, Saint‑Nicolas celebrations, jogging events and more, organised by the party committee.
• 14 weeks of leave for births or adoptions, and maternity leave paid at 100%.
• Opportunity to work in an innovative, product‑oriented technology environment with a real work‑life balance.

How the Role Fits

The Technical Support Team Lead will act as a strategic technical interface between the field and central departments, gathering insights and driving continuous improvement of products, tools and customer experience.