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Elo Touch Solutions is a premier global supplier of commercial touch solutions including touchscreens and touchscreen components, touch monitors, all-in-one (AiO) touch computers and interactive digital signage. With multiple touchscreen technology options including surface acoustic wave (SAW), resistive, projected capacitive and optical, Elo Touch Solutions meet the diverse requirements of the retail, point-of-sale (POS), point-of-information (POI)/self-serve, hospitality, gaming, corporate, medical/healthcare IT, and industrial markets. Elo pioneered the technology when they invented the touchscreen over 40 years ago. Today the Elo brand is known worldwide and we bring quality, innovation, and integrity to everything we touch. Looking to take your career to the next level in a regional role across EMEA in a growing global company who pioneered the touch screen over 40 years ago? Interested in joining an innovative, flat structured, multicultural environment? Then this will be your perfect next challenge: Technical Support Engineer (Leuven – full time – m/f) You will: focus on after sales activities for existing products and play a critical role in contributing to customer care and retention. You are: a customer oriented engineer expert who will be the point of contact across the entire spectrum of software and hardware. RESPONSIBILITIES Provide efficient inbound tech support over the phone, maintaining presentable phone demeanor, courteousness, and creativity Keep tech-support customer-help desk interaction carefully and clearly documented Diagnose software-hardware problems, responding quickly, sharply, with creativity and were needed escalate it to engineering Follow help-desk policies. Perform duties while maintaining in-depth customer service Perform in-house software and hardware testing and document & share findings, solutions, improvements with stakeholders. Respond to technical inquiries Assist and decide on technical level on Return Material Authorization (RMA). Provide first technical quality assessments for customer quality complaints and escalate to operations quality and product management where needed. Support the marketing team on trade shows Europe-wide through demo equipment preparation, on-site installation and attendance during the exhibition when needed.
EDUCATION AND SPECIFIC PROFESSIONAL SKILLS - Electronic engineering degree - 1 to 3 years’ experience in analyzing and troubleshooting of electro-mechanical systems ie software (Windows, Linux, Macos) – Hardware (PC, Monitor,…).Knowledge of electronic components / computer systems - Strong interpersonal and communication skills - Ability to negotiate technical content with executives at all levels of an organization - Ability to handle high stress customer negotiation ADDITIONAL CORE COMPETENCIES: Excellent command of English and proficiency in German and/or French - pro-active, process-driven and ability to manage by data - good team player with strong inter-personal, motivational and influencing skills - willing to roll-up sleeves and get hands dirty to ensure issues are dealt with to optimal satisfaction and business interest - hungry to be part of an evolving and growing company, asserting influence and adding value to the organization. What ELO Touch Solutions offers In addition to a competitive package, Elo Touch Solutions offers you a work environment where innovation in a high-tech atmosphere is considered key to its success. Eco-friendly offices next to the booming Vaartkom site in Leuven, the multi-cultural mix of employees coming from all over the world and open-mindedness make Elo definitely one of the employers of choice in Belgium.