Evoca Group is a world-leading producer of professional coffee and vending machines for out-of-home consumption, anchored in more than 90 years of coffee and vending heritage. Together, our broad portfolio of brands offers a complete range of products to bring great coffee and vending products to our ~10,000 customers — serving consumers across hotels, restaurants, office buildings, public spaces, and more.
We are looking for a dedicated Technical Support Specialist to provide expert assistance on our products. Objective of the position is to support both direct customer technicians and international distributor technicians across Africa, ensuring optimal operation and maintenance of our products.
Your responsibilities will be
Provide remote and on-site technical assistance to customer technicians teams regarding product troubleshooting, maintenance, and repair
Diagnose and resolve technical issues related to hardware and software
Conduct training sessions both remote and on-site
Collaborate with the technical support team to escalate and document complex issues, ensuring timely resolution
Perform periodic on-site visits to customer locations within Africa
Assist in the installation and commissioning of new models at customer sites
Gather feedback from clients and technicians to identify common issues and suggest improvements for products and support processes
Efficiently report and share information with our internal technical support team as well as R&D colleagues
Maintain a report system CRM
Management of warranty processes in the respect of the company guidelines
To be successful in this role you’ll need to have
Technical diploma or degree in Engineering, Economics, Electronics or related fields
Strong troubleshooting and problem-solving skills
Excellent communication skills in English and French, both verbal and written
Ability to work independently and manage multiple support cases efficiently
Willingness to travel within Africa for on-site support and training
Organizational skills for autonomously planning international trips of 1 to 2 weeks
Nice to have
Customer-oriented attitude with a focus on delivering high-quality support
Appreciated proven experience in repairing and maintaining coffee machines or similar commercial appliances
Knowledge of electrical and hydraulic circuits and software troubleshooting related to coffee machines
What we offer:
Permanent full- time contract
Benefits: Smart working, Company canteen, Competitive reward salary
We are committed to guarantee equal employment opportunities. We believe in respect, trust and empathy, in a work environment without discrimination.
We select candidates regardless of ethnicity, gender, age, disability, socioeconomic background or any other legally protected characteristic or conduct. During the entire recruiting and hiring process, the Company promotes the principles of equal opportunities, non-discrimination and transparency.
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