Global Technology Engineer

About the role

Delivers end-to-end remote technical support and some on-site support for Barco’s Video Wall and Control products. Establishes strong relationships with both end-customers and partners, serving as a trusted source to drive customer satisfaction. Provides product and system training or demos to peers, customers, and partners to ensure knowledge dissemination.

Responsibilities

• Provides technical support and expertise to obtain customer acceptance and satisfaction.
• Communicates feedback to the service requester on problem status, corrective actions, and anticipated resolution time.
• Reports discrepancies from partners and customers upon completion of installation or support operations to provide valuable feedback to management.
• Participates in the improvement of processes and products.
• Escalates open customer issues to R&D to ensure clear, accurate, and up-to-date documentation of company service activities.
• Logs necessary information in the CRM system in a timely manner.
• Maintains high customer satisfaction through professional customer relations via phone, email, or other service tools, and performs occasional customer visits to assess product/service satisfaction and promote new product ideas or improvements.
• Provides Barco product technical support to the rest of the organization.
• Performs in-house, on-site, or remote training for customers and partners, customizing and maintaining training equipment.
• Translates existing training material when appropriate.
• Resolves issues by ordering necessary resources (material and labor) after verifying technical compatibility, logistical possibilities, and required competencies.
• Detects quality issues and forwards relevant information to the appropriate escalation channel.
• Reviews the results of corrective actions.
• Leads special technical departmental projects and performs other duties as assigned by leadership.

Requirements

• Extensive understanding of video wall software programs, hardware components, and networking protocols.
• Certified and recognized as an expert with video wall and Control products.
• Experience with Salesforce and SAP to create cases, RMAs, work orders, and documentation.
• Experience within a call center environment.
• Understanding of service level agreements and experience meeting contractual requirements.
• Experience dealing with complex technical issues.
• Organizational agility to interact with different stakeholders within business units.
• Bachelor’s degree (Electronics, Engineering, Computer Science, Networking) or 5 years of industry experience within Networking, AV, and Meeting Collaboration space.
• Industry-standard networking certifications or equivalent experience.

Skills

• Build relationships and promote collaboration.
• Solid technical background.
• Drive for results.
• Continuous improvement mindset.
• Customer-focused.