Global Technology Engineer

Delivers end to end remote technical suppport and some on site support for Barco’s Video Wall and Control products. Establishes a good relationship with both end-customers and partners and is a trusted source to drive customer satisfaction. Provides product and system training or demos to peers, customers and partners, in order to ensure knowledge and information dissemination.

Main Accountabilities

• Provides technical support and expertise, in order to obtain customer acceptance and satisfaction. Provides feedback to the service requester on the status of the problem, take corrective actions and anticipates resolution time.

• Reports discrepancies from partners and customers upon completion of installation or support operations, in order to give valuable feedback to management.
• Participate in the improvement of the process and products.
• Escalates open customer issues to R&D, in order to have a clear, accurate and up to date documentation on company service activities. Logs necessary information on time in CRM system
• Maintains high customer satsifaction through professional customer relations via phone/e-mail, or other available service tools, and performs customer visits occasionally to assess product/service satisfaction and to promote any new product ideas or current product improvements.
• Provides Barco product technical support to the rest of the organization.
• Performs in-house/onsite/remote training for customers & partners, customizing and maintaining training equipment. Translates existing training material when appropriate.
• Resolves issues through ordering the necessary resources, both material and labor, after verifying technical compatibility, logistical possibilities and required competencies.
• Detects quality issues and forward all relevant information to the appropriate escalation channel. Reviews the results of corrective actions.
• Leads other special technical departmental projects and perform other duties as assigned by leadership.
  
  
  

Experience

• Must have an 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 Sales Force and SAP to create cases, RMAs, work orders and documentation.
• Expericence within a call center environment.
• Understands servicel level agreements and expericne to meet contractal requirements.
• Experience dealing with complex technical issues.
• Orgnaizaiton agility to interact with different stakeholders within the Business Units.
• Bachelors degree (Electronics, Engineering, Computer Science, Networking) or 5 years of industry experience within Networking, AV and Meeting Collaboration space.
  
  
  

Competencies

• Build relationships & promote collaboration
• Solid technical background
• Drive for results
• Continuous improvement mindset
• Focus on Customers
  
  
  

Education

• Technical Bachelor, or equivalent through experience.
• Industy standard networking certifications or equilivent experience.