Global Technology Engineer

BARCO; Santa Fe (NM); On-site; USD 80,000 - 110,000; Full time

Job summary

Barco in Santa Fe, NM seeks a Global Technology Engineer to deliver end-to-end remote technical support and on-site assistance for Barco’s Video Wall and Control products. You will train customers and partners, document issues, and escalate to R&D as needed to ensure timely resolution.

The role emphasizes strong customer relations, knowledge sharing, and collaboration with internal teams to drive product improvements and customer satisfaction in a fast-paced environment.

Qualifications

• 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 Salesforce and SAP to create cases, RMAs, work orders and documentation.
• Experience within a call center environment.
• Understands service level agreements and experience to meet contractual requirements.
• Experience dealing with complex technical issues.
• Organization agility to interact with different stakeholders within the Business Units.
• Bachelors degree or 5 years of industry experience within Networking, AV and Meeting Collaboration space.

Responsibilities

• Deliver end-to-end remote technical support and on-site support for Barco’s Video Wall and Control products.
• Build relationships with end-customers and partners to drive customer satisfaction.
• Provide product and system training or demos to peers, customers and partners.
• Escalate issues to R&D with proper documentation and timely action.
• Log necessary information in CRM and maintain case updates.
• Contribute to process and product improvements.
• Perform in-house/on-site/remote training for customers and partners.
• Resolve issues by coordinating resources (material and labor).

Skills

Video wall

Customer service

Communication

Problem solving

Collaboration

Education

Bachelors degree

Networking certifications

Tools

Salesforce

SAP

CRM systems

Job description

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Global Technology Engineer

Location: Santa Fe, NM, US

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.

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?