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Global Technology Engineer

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Hybrid
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About this role

Global Technology Engineer

Delivers end-to-end remote technical support and occasional onsite support for Barco's ClickShare products. Establishes strong relationships with end customers and partners and serves as a trusted resource to drive customer satisfaction. Provides product and system training and demonstrations to peers, customers, and partners to ensure effective knowledge transfer and information dissemination.

 

Main accountabilities: 

  1. Provides technical support and expertise to ensure customer acceptance and satisfaction. Communicates issue status, implements corrective actions, and provides estimated resolution times. 

  1. Reports discrepancies identified by partners and customers following installation or support activities, providing valuable feedback to management. 

  1. Participates in the continuous improvement of processes and products. 

  1. Escalates customer issues to R&D and maintains clear, accurate, and up-to-date documentation of service activities. Ensures timely and complete case documentation within the CRM system. 

  1. Maintains high customer satisfaction through professional customer interactions via phone, email, and other available service tools. Conducts occasional customer visits to assess product and service satisfaction and promote new product concepts and enhancements. 

  1. Provides technical expertise and support for assigned Barco solutions across the organization. 

  1. Delivers in-house, onsite, and remote training for customers and partners while maintaining training environments and equipment. 

  1. Resolves issues by coordinating the necessary resources, including materials and labor, after verifying technical compatibility, logistical feasibility, and required competencies. 

  1. Identifies quality concerns and forwards all relevant information through the appropriate escalation channels. Reviews the effectiveness of corrective actions. 

  1. Leads special technical projects and performs other duties as assigned by leadership. 

 

Experience:  

  • Extensive understanding of Barco hardware and software solutions, system integration concepts, and networking protocols. 

  • Recognized technical expert in Barco products and solutions or demonstrated expertise within assigned Barco product lines. 

  • Experience using Salesforce and SAP to create and manage cases, RMAs, work orders, and technical documentation.

  • Experience working within a call center or technical support environment.

  • Understanding of service level agreements (SLAs) and experience meeting contractual requirements.

  • Experience troubleshooting and resolving complex technical issues.

  • Organizational agility and the ability to collaborate effectively with stakeholders across multiple Business Units. 

 

Competencies:  

  • Builds relationships and promotes collaboration.

    Strong technical aptitude and troubleshooting skills.

    Results-oriented.

    Continuous improvement mindset.

    Customer-focused. 

 

Education:  

  • Bachelor's degree in a technical field or equivalent combination of education and experience.

    Industry-standard networking certifications or equivalent practical experience. 

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