Global Technology Engineer

BARCO; Ciudad de México; Hybrid; MXN 600,000 - 900,000; Full time

Job summary

Barco is seeking a Global Technology Engineer in Mexico to deliver remote technical support and on-site assistance for Video Wall and Control products. You will build strong relationships with customers and partners, provide training, and ensure satisfaction through proactive issue resolution and CRM updates.

Responsibilities include coordinating with R&D, logging all activities in CRM, and leading special technical projects.

Qualifications

• Extensive understanding of video wall software and hardware components.
• Strong networking protocol knowledge and customer-facing skills.
• Experience in a call center environment and handling complex technical issues.

Responsibilities

• Provide end-to-end remote technical support and some on-site support for Barco’s Video Wall and Control products.
• Establish relationships with customers and partners to drive satisfaction; train customers and peers as needed.
• Escalate issues to R&D with accurate documentation and track progress in CRM.
• Log relevant information in CRM; coordinate resources (materials and labor) for problem resolution.
• Conduct in-house and on-site training; translate training materials when appropriate.

Skills

Video wall expertise

Networking protocols

Call center experience

Education

Bachelor's degree in Electronics/Engineering/CS/Networking

5+ years in Networking/AV/Meeting Collaboration

Tools

Salesforce

SAP

Job description

Global Technology Engineer

Location: Mexico, MX

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.

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 interactwith 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.

Build relationships & promote collaboration

Solid technical background

Drive for results

Focus on Customers

Education:

Technical Bachelor, or equivalent through experience.

Industy standard networking certifications or equilivent experience.

We are committed to conducting our business activities with the highest standards of integrity, responsibility and compliance across all aspects of our operations. This includes adherence to applicable laws, regulations and internal policies related to ethical conduct, quality standards, cyber security, sustainability, data protection & confidentiality and safety.

D&I Statement

At Barco, innovation drives everything we do. We believe that diversity fuels creativity, bringing us closer to our colleagues and customers. Inclusion and equity aren't just values—they're core capabilities that propel us toward our shared goals and mission.

Think of images, and you think of Barco. We’re a global tech company creating AV solutions that help professionals succeed when it matters most. Our mission? To visualize and connect the world - from better patient outcomes in healthcare to smarter decision-making and collaboration in enterprise and unforgettable experiences in entertainment.

At Barco, your ideas matter. You’ll learn, grow, and make an impact in a workplace that values your perspective and supports a healthy work-life balance.

And the best part? You’ll team up with 3,500+ visioneers who thrive on curiosity, fuel creativity, and push boundaries together.

Innovation starts with you! Ready to make it happen?