Customer Experience Consultant – Technical Support for Construction Equipment

About the role

The Technical Customer Experience Consultant will act as a trusted advisor, delivering first‑line technical support and ensuring an outstanding ownership experience for SEM construction equipment across West and Central Africa.

Key responsibilities

• Provide first‑line technical support and troubleshooting for wheel loaders, motor graders, compactors and track‑type tractors.
• Analyze machine health, telematics data and service reports to identify problems and recommend corrective actions.
• Serve as liaison between customers, dealers, service teams and product specialists to resolve technical issues promptly.
• Support machine commissioning, customer onboarding and operator training on product features and best practices.
• Escalate complex issues to engineering or product support and coordinate follow‑up actions.
• Monitor recurring product issues and feed insights into continuous improvement initiatives.
• Conduct customer visits to evaluate performance, gather feedback and strengthen relationships.
• Assist dealers in capability development through technical training and knowledge sharing.

Required profile

• Minimum 5 years experience in technical customer support, field service, product support or equipment maintenance within construction, mining, heavy equipment or OEM sectors.
• Strong technical knowledge of earth‑moving equipment such as wheel loaders, graders, compactors, dozers or excavators.
• Proven ability to diagnose and resolve equipment performance and reliability issues in collaboration with customers and service teams.
• Experience working with dealers, distributors or aftermarket support networks is advantageous.
• Fluency in both French and English (written and spoken) is required.
• Excellent communication, relationship‑management and stakeholder‑engagement skills.

Required skills

• Construction equipment technical knowledge (wheel loaders, motor graders, compactors, track‑type tractors).
• Telematics data analysis.
• Machine health analysis and troubleshooting.

What we offer

• Total rewards package with day‑one benefits and a variable bonus component.
• Relocation assistance and visa sponsorship for eligible candidates.
• Full‑time onsite role with a 5‑day work week and approximately 50 % travel across West and Central Africa.