Technical Service Specialist

La Marzocco has traditionally specialized in manufacturing and distributing high-end crafted coffee machines. With a rich heritage in coffee culture, we strive to provide exceptional products and support to our customers worldwide.

An exciting opportunity has arisen to join a small and energetic team in the La Marzocco UAE branch office.

We are looking for a dynamic and proactive Technical Service Specialist.

In this role, you will play a crucial role in ensuring customer satisfaction by providing exceptional after-sales support and coordinating service activities.

If you've got a proven track record as a Technical Service Specialist , or similar, we want to hear from you!

Objectives of this role:

• Serve as a point of contact for customers seeking after-sales support, addressing inquiries, resolving issues, and providing technical assistance via phone, email, or in-person.
• Remain in close contact with technical partners to provide ongoing training and machine updates.
• Provide product training and demonstrations to customers and internal staff as needed.
• Help organise ongoing yearly events such as Coffee Festival, Coffee Road shows and any other planned events.
• Help coordinate installation and service requests and schedule appointments for technicians to perform repairs, installations, and maintenance tasks at customer sites.
• Analyze & report to the After Sales Manager with issues and products identified in the field.
• Support the After Sales Manager with training and on road demos/testing of new products
• Collaborate closely with internal teams, including sales, marketing and logistics, to ensure seamless coordination of service activities and timely resolution of customer issues.
• Working closely with our spare parts partner
• Assist in the development of after-sales support material’s, including user manuals, troubleshooting guides, and training materials, to empower customers to effectively use and maintain their equipment.
• Develop engaging and trustworthy inner & outer relationships for mutual success.
• Flexibility to travel to customer sites for on-site support or training sessions.

Requirements:

• Previous experience in a customer service or technical support role, preferably within the coffee industry or related field.
• Strong communication skills in English and Arabic (oral and written), with the ability to effectively communicate technical information to diverse audiences.
• Someone who can think on their toes and outside of the box
• Excellent organizational and multitasking abilities, with a keen attention to detail and the ability to prioritize tasks in a fast-paced environment.
• A proactive and customer-focused mindset, with a passion for delivering exceptional service and building long-term customer relationships.
• Driver's license
• Flexibility to travel

Interest in specialty coffee nice to have but not necessary.

What we offer:

• A young, dynamic and very passionate environment at all business levels
• Training: we support your personal growth with continuous training on both hard and soft skills
• We listen to our opinion because your opinion not only counts, but feeds change
• Communication and transparency: we foster continuous dialogue between all levels of the company
• Work PC and smartphone
• Performance management policy
• And of course…excellent coffee!

Location: Dubai

Terms: full-time, initially offered on a 6-month probation period

Join our team at La Marzocco UAE and be part of a passionate and dedicated team committed to delivering excellence in after-sales service and support to our valued customers.

La Marzocco is committed to best practices in Equity, Diversity, and Inclusion. We encourage applications from all backgrounds, communities and industries and are committed to having a team that is made up of diverse skills, experiences, and abilities. We value the positive impact that difference has on our team and actively encourage qualified applicants to submit their CV.