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Kingswinford, West Midlands, United Kingdom
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Full Job Description
Job Title: Product Support Specialist
Department:Technical
Responsible to Technical Manager
Responsible for management of the provision of technical solutions, installation assistance, and field support to nominated accounts within a defined geographical region within UK and Ireland.
Overall, Purpose of Job
* Support clients by providing the highest level of technical service to maintain customer confidence in our products and enable EVOCA to achieve sustainable competitive advantage throughout the UK and Ireland.
* Work closely with the UK management team to ensure the UK strategy and business goals are achieved.
Main Responsibilities
* Provide on-site technical support to our client base, offering positive solutions to technical issues within a given timescale.
* Maximise assistance given to our clients by prioritising visits correctly (coordinating diaries with the Technical Manager) and completing/distributing all relevant visit reports.
* Maintain good customer relations by presenting a professional, efficient, and helpful service.
* Assist in the preparation and presentation of technical training courses and exhibitions when required.
* Provide onsite training for engineers and operators as directed by the Technical Manager.
* Assist in staffing the Technical Help Desk when directed by the Technical Manager.
* Provide cover for absence of other Technical Staff as directed by the Technical Manager.
* Ensure that each nominated account has the appropriate level of technical support.
* Ensure all personal expenditure is conducted within company policy.
* Inform the Sales Director of any competitor product/price comparisons and technical activities, which will be added to the EVOCA competitor comparison file.
* Regularly review the client database to ensure it is updated to create a “market specific” mailing list for future technical communications.
* Attend regular reviews with the Technical Manager to identify training requirements, set “smart objectives,” and plan personal development.
* Contact Key Customers regularly to ensure satisfaction with the department's/Company’s service.
* Perform any other duties as requested by the Technical Manager.
Academic Qualifications/Experience
* 5 “A-C” GCSE grades with proven skills in electrical/mechanical disciplines.
* Previous experience in fault finding vending equipment and working in a customer-facing environment.
Technical-Scientific Competence
* Knowledge of electro/mechanical vending / HoReCa equipment.
* Fault finding & correction of vending / HoReCa equipment.
* Knowledge of H&S relating to installation & maintenance of vending / HoReCa equipment.
Communication Competence
* Ability to communicate with customers at all levels.
* Delivery of effective training on vending / HoReCa equipment.
* Communication with internal departments.
IT Competence
* Proficiency in Microsoft Office applications, especially Excel & PowerPoint.
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