Product Support Specialist

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