Technical Support Team Lead

About the role

BEA Europe is seeking a Technical Support Team Lead for its Pedestrian Entrance Sensors (PES) segment, based at the Liège Science Park in Belgium. You will be responsible for leading a team of four technical support engineers, ensuring high‑quality assistance for customers and internal stakeholders.

Key responsibilities

• Lead, develop and structure the Technical Support team, clarifying roles, setting priorities and fostering a collaborative culture.
• Manage all support channels including hotline, written support, troubleshooting, escalation handling and complex field interventions.
• Define and improve support processes, response standards, escalation paths and diagnostic tools.
• Analyse support data and field feedback to identify recurring issues and drive improvement actions across Product Management, R&D, Quality and Sales.
• Maintain and enrich knowledge‑base content, FAQs, procedures and technical learnings.
• Contribute to the creation of digital support tools such as dashboards, self‑service portals and chatbot solutions.
• Ensure the quality of technical documentation and training materials for customers and internal sales teams.
• Act as a strategic interface between field operations and central departments to enhance products and customer experience.

Required profile

• Master’s or Bachelor’s degree in engineering, electronics, industrial sciences, automation or equivalent technical experience.
• Approximately 10 years of experience in technical support, product expertise, technical training or a technical‑commercial environment.
• Proven experience in people management or expert coordination.
• Strong analytical skills to solve complex technical issues and translate learnings organization‑wide.
• Deep understanding of support operations, escalation logic, service quality and priority management.
• Ability to turn data and field feedback into actionable improvement recommendations.
• Comfortable using CRM, ticketing/case‑management, knowledge‑base and reporting tools.

Required skills

• Power BI