Technical Support Specialist - Africa Region

Evoca Group; Valbrembo; A distancia; EUR 32.000 - 39.000; Jornada completa

Ventajas ofrecidas por este puesto de trabajo

Performance bonus up to €5,430

Welfare package

On-site cafeteria & parking

Smart working & flexible hours

Paid leave for medical appointments

Descripción de la vacante

Evoca Group is seeking a Technical Support Specialist to assist customer technicians across Africa, ensuring optimal operation of our coffee and vending products. You will diagnose issues, perform maintenance, and conduct trainings both remotely and on-site.

The role requires travel within Africa, strong English and French communication, and the ability to manage multiple support cases with CRM reporting. A technical diploma or degree is required, with a competitive salary and benefits package.

Formación

• Diploma or degree in engineering, electronics or related fields.
• Strong troubleshooting and problem-solving skills.
• Excellent communication in English and French (spoken and written).
• Willingness to travel within Africa for on-site support and training.

Responsabilidades

• Provide remote and on-site technical assistance to customer technicians for troubleshooting, maintenance and repair.
• Diagnose and resolve hardware and software issues.
• Conduct remote and on-site training sessions.
• Escalate and document complex issues with the tech support team and R&D.

Conocimientos

Troubleshooting

Customer support

English & French

Travel readiness

CRM reporting

Educación

Engineering / Electronics / Economics degree

Descripción del empleo

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:

• Full-time permanent contract with a multinational company that is a leader in its industry.
• B2 classification under the Italian Metalworkers' Collective Labour Agreement (CCNL Metalmeccanici Industria). Gross annual salary (RAL) starting from €35.000, commensurate with experience, skills, and seniority
• Performance bonus of up to €5,430
• Welfare and benefits package, including: €550 annual corporate welfare allowance; on-site company cafeteria offering complete balanced meals at highly subsidized rates; free company parking; dedicated employee discounts
• Smart working and flexible working hours
• Additional paid leave for medical appointments and initiatives supporting parenthood
• Time-saving services designed to make everyday life easier.
• An international work environment that promotes employee well-being and collaboration, through dedicated initiatives as part of the WHP (Workplace Health Promotion) Program
• A performance management and feedback system designed to recognize and enhance employees' contributions

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.