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 time scale.

* 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 the staffing of 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.

* Responsible for regularly reviewing 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 as well as setting “smart objectives” and planning your personal development.

* Contact Key Customers regularly to ensure satisfaction of the departments/Company's service.

* 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.

Required Competencies

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 Vending / HoReCa Equipment.

Communication Competence

* Ability to communicate with customers at all levels.

* Delivery of effective training of vending / HoReCa equipment

* Communication with internal departments

IT Competence

* Microsoft office applications to good standard. Excel & PowerPoint

* Help Desk System (Salesforce)

* Technical Database (Salesforce)

Organisation Competence

* Planning & Organisation

* Time Management