Global Technical Support SpecialistBarco • Rancho Cordova, CA, US

Global Technical Support Specialist

Barco • Rancho Cordova, CA, US

9 days ago

Job type

Full-time

Job description

Join to apply for the Global Technical Support Specialist role at Barco

GLOBAL TECHNICAL SUPPORT SPECIALIST

As a key member of the Barco Global Support Center, this role ensures uninterrupted Cinema Support by delivering expert-level technical assistance for both hardware and software systems. Operating in a 24 / 7 support environment, including weekends and holidays, the specialist resolves complex issues, maintains high customer satisfaction, and contributes to continuous product and process improvements.

Main Accountabilities

24 / 7 Global Support – participate in on-call rotations to ensure coverage, including weekends and holidays.

Technical Support & Diagnostics

Provide expert-level technical support for Cinema products, including hardware and software troubleshooting.

Perform extensive phone diagnostics and resolve complex technical issues independently.

Investigate and resolve product-related issues such as data discrepancies, system errors, and hardware failures.

Prioritize tasks effectively in a fast-paced, show-driven environment.

Customer Communication & Satisfaction

Maintain high customer satisfaction through professional communication via phone, email, and service tools.

Provide timely updates to service requesters, including corrective actions and estimated resolution times.

Conduct occasional customer visits to assess satisfaction and promote product improvements.

Operational & Process Support

Process RMAs and orders, ensuring follow-up aligns with service level agreements.

Log all service activities accurately and promptly in the CRM system.

Escalate unresolved issues to R&D and contribute to maintaining clear documentation.

Continuous Improvement

Report discrepancies from partners and customers to management for feedback and improvement.

Actively participate in process and product enhancement initiatives.

Collaborate with Sales, Product Management, and Engineering teams to provide technical insights and customer feedback.

Contribute to knowledge base articles to improve support efficiency and reduce repeat inquiries.

Monitoring & Reporting

Monitor system performance and proactively identify potential issues before they impact customer operations.

Generate regular reports on support metrics, trends, and recurring issues to inform product and service improvements.

Audio Specialty (Preferred)

Troubleshoot sound issues during showtime performances.

Set up, test, and operate sound equipment for internal lab and occasional customer installations.

Provide support to other team members for A / V audio related issues.

Experience & Competencies

Must be available to work a flexible schedule including evenings, weekends, and holidays.

Extensive understanding of Cinema systems, hardware components, and networking protocols.

Certified and recognized as an expert with Cinema systems products.

Experience dealing with complex technical issues.

Experience with CRM systems : Salesforce and SAP.

Agility to interact with different level stakeholders within the organization.

Familiarity with SLA and contractual requirements within Cinema industry.

Fluency in Spanish, Portuguese or Belgian Dutch (Preferred but not required).

Education

Technical Bachelor or equivalent through experience.

Cinema industry certifications.

Diversity & Inclusion (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.

Additional job details

Seniority level : Mid-Senior level

Employment type : Contract

Job function : Information Technology

Industries : Technology, Information and Media

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Technical Support Specialist • Rancho Cordova, CA, US

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