Technical Support Advisor

As a Technical Support Advisor, you are the point of contact for BEA's business customers throughout Europe, with a particular history in the German-speaking area.

Your missions:

Customer & internal technical support

• Answer customers' technical questions by phone, WhatsApp or e-mail, with a particular focus on VIP customers and high-value sensors.
• Diagnose faults remotely and propose concrete solutions
• Support our customers' technicians in the installation, wiring and configuration of BEA sensors.
• Manage incoming calls from the technical hotline for Europe and provide product support to the European sales team.
• Provide ongoing internal support in conjunction with other members of the technical team.
• Participate in the creation, optimization and coordination of technical documentation (e.g. wiring diagrams, instructions) for customers in the field.

Continuous improvement & documentation

• Collect and transmit relevant field feedback to the sales, product and R&D teams, in a logic of continuous improvement.
• Write reports and feed the internal knowledge base, to promote the sharing of expertise within the company (sales, marketing, product).
• Define and monitor key performance indicators (KPIs) related to the quality of service and products, using a ticketing system, to measure customer satisfaction and identify areas for improvement.
• Participate in product tests (BEA sensors and competitors) in collaboration with Product Management and R&D teams.
• Organize the planning of customer visits by the technical team.

Team

You will join the sales department, within the Pedestrian Door Detectors (PES) segment.

Your direct technical referent, Sandra, currently holds this position, which she knows like the back of her hand. She will still be active in customer technical support, with a stronger focus on internal training, while actively supporting you during your integration. Trilingual, rigorous, challenging and always available, she ensures that customers receive impeccable service.

Your experience and education:

• Minimum 2 years of experience in a support function
• Strong interest in electronic, electromechanical or connected solutions
• Good command of office tools and ability to read technical guides
• Excellent command of German, French and English (spoken and written)

Your soft skills and personal qualities:

• Excellent interpersonal skills, ability to ask the right questions and reassure customers
• Curiosity, thirst for learning and spirit of investigation
• Method, rigor and stress management
• Taste for teamwork and openness to feedback
• Ability to interact with different internal contact (PM, sales, R&D, quality)