02 ott - Bergamo
Evoca Group
Who we are
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.
Opportunity
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
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