Customer Service Representative (Technical Support – Professional Espresso Machines)

Location: Timisoara / On-site

About Us

RCW Romania SRL is part of the Ryoma group - a leading manufacturer of professional espresso coffee machines and complementary products for this sector, dedicated to delivering high-performance equipment to coffee professionals worldwide. Well-known for its brands like Astoria / Wega / HLF / Barista Attitude / Macap.

RCW Romania SRL is directly responsible for a network of distributors across Central and Eastern Europe (CEE) + Nordic countries.

Role Overview

We are looking for a skilled and focused Customer Service Representative with strong technical aptitude to support our distributor network across CEE + Nordic countries.

This role goes beyond traditional customer service — you will act as a high-level technical advisor and trainer, ensuring our partners have the knowledge and confidence to service and maintain our equipment at the highest standards.

Key Responsibilities

·       Act as a technical support function within the organization, working in close alignment with the entire sales team and reporting to the Sales Director

·       Provide advanced technical support to distributors and their service teams across CEE + Nordic countries

·       Diagnose and resolve complex issues related to professional espresso machines

·       Deliver technical training (remote and/or on-site and/or at dealer premises) to dealer team of technicians

·       Develop and maintain technical documentation, manuals, and troubleshooting guides

·       Act as the main point of contact for technical inquiries within the region

·       Collaborate with R&D and production teams to escalate and resolve product issues

·       Support product launches with technical onboarding and training materials

·       Monitor recurring issues and proactively suggest improvements

Requirements

·       Technical background (electromechanics, electronics, or similar field)

·       Bachelor’s degree (or higher) in a technical field (e.g., engineering, or related discipline)

·       Experience in technical support, field service, or training roles

·       Strong troubleshooting and problem-solving skills

·       Ability to explain complex technical concepts in a clear and structured way

·       Fluent in English (additional CEE languages are a strong plus)

·       Willingness to travel occasionally within CEE + Nordics countries (up to 25% of time)

·       Ability to work independently and organize time effectively

·       Customer-oriented mindset with excellent communication skills

·       Valid Category B driving license and a clean driving record are required

Nice to Have

·       Experience with professional coffee machines or HoReCa equipment

·       Training or teaching experience

·       Familiarity with CRM or ticketing systems (SAP ERP)

What We Offer

·       Competitive salary package aligned with experience and market standards

·       13th salary (annual bonus)

·       Holiday bonuses throughout the year

·       Comprehensive private health insurance, including dental coverage

·       21 days of annual leave

·       Up to 22 days per year of “remote work”

·       Meal tickets

·       Vacation vouchers / holiday allowance

·       Opportunity to work with premium, high-end espresso equipment

·       International exposure across Central and Eastern Europe markets

·       Professional development and technical training opportunities

·       Collaborative and supportive work environment within a young and motivated team

·       Great coffee at the office