Customer Experience Consultant

About the role

The Technical Customer Experience Consultant will act as a trusted technical advisor for SEM construction equipment, supporting customers and dealers across West and Central Africa. The role blends customer‑experience management with hands‑on product support for wheel loaders, motor graders, compactors and track‑type tractors.

Key responsibilities

• Provide first‑line technical support and troubleshooting for SEM equipment, addressing performance, operational and maintenance issues.
• Analyse machine health data, telematics, service reports and technical information to identify problems and recommend corrective actions.
• Liaise between customers, dealers, service teams and product‑support specialists to ensure timely resolution of technical concerns.
• Support machine commissioning, customer onboarding and operator training on product features and best practices.
• Escalate complex technical issues to engineering or product‑support teams and coordinate follow‑up until resolution.
• Monitor recurring product issues and feed insights back to product‑improvement initiatives.
• Conduct on‑site customer visits to evaluate machine performance, gather feedback and strengthen relationships.
• Assist in developing dealer capabilities and technical knowledge.

Required profile

• Technical background with experience supporting construction equipment.
• Proven ability to deliver first‑line technical troubleshooting and performance analysis.
• Strong communication skills for interacting with customers, dealers and internal service teams.
• Willingness to travel across West and Central Africa for on‑site visits and support.

Required skills