Technical Support Team Lead
Hybrid · Liège, Wallonia, Belgium
Job Summary
Technical Support Team Lead role based in Liège, Belgium, responsible for leading a 4-person team within BEA Europe’s PES segment. You will organize and develop the Technical Support team, manage hotline and written support, oversee escalation pathways and field interventions, drive process improvements, document solutions and best practices, contribute to digital tools and knowledge bases, and act as a strategic interface between field operations and central departments. The role emphasizes turning field feedback into actionable improvements for Product Management, R&D, Quality and Sales, and requires strong leadership, data-driven decision making, and collaboration across internal stakeholders. Proficiency in CRM and ticketing systems, knowledge bases, reporting solutions, and the ability to communicate in French and English are essential, with German as an asset. Occasional travel is expected.
Required Qualifications
- Master’s degree or Bachelor’s degree in engineering, electronics, industrial sciences, automation or equivalent technical background
- Around 10 years of experience in technical support, product expertise, technical training and/or technical-commercial environment, including proven experience in expert coordination or people management
- Ability to analyze and solve complex technical issues while structuring learnings for wider organization
- Strong understanding of support operations, escalation logic, service quality and priority management
- Experience with 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
- Willingness to travel occasionally as needed
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