Start sourcing local tech support to sustain growth in Europe

For manufacturers and software developers exporting technical products to Europe, providing local technical support is crucial for maintaining customer satisfaction and sustaining long-term growth. Ensuring European customers receive prompt and effective support—whether for software deployment, hardware installation, or troubleshooting—can be a key factor in securing repeat business and strengthening market presence.

This session, hosted on February 8, 2022, at 3 PM AEDT, featured Clement Leaute, CEO and Founder of Colever, as a guest speaker. He shared insights on how to find the right local technical experts to support European customers and guarantee long-term sales in the market.

Why Local Technical Support Matters for Exporters

As businesses expand into Europe, they often reach a point where sales growth requires a strong local support structure. Some common technical support needs include:

Software deployment and configuration
Machine installation and setup
First-level technical support and troubleshooting
Annual servicing and maintenance

Traditionally, companies partner with distributors to provide this support, or they send technicians from their home country. However, this approach can be expensive, inefficient, and impractical—especially with travel restrictions and logistical challenges.

An alternative approach, which we explored in this session, is sourcing highly skilled local freelancers for technical support through networks like Colever.

Introducing Clement Leaute and Colever

Clement Leaute is an engineer specializing in computer science and electrical engineering. He founded Colever, a Paris-based company, to address the growing freelancer trend in Europe, where many technical experts now operate independently rather than through traditional employment models.

Colever provides on-demand access to a vetted network of over 2,000 freelance experts across Europe, specializing in:

IT and digital transformation (front-end/back-end developers, architects, project managers)
Engineering support (mechanical engineers, software engineers, quality engineers, and process engineers)

These experts can support projects across different European markets, making it easier for exporters to provide localized technical support without setting up a permanent office.

How to Source Local Technical Support Through Colever

Step 1: Define Your Technical Needs

Businesses need to specify:

The technical skillset required (e.g., software engineer, mechanical engineer, field technician)
The geographic location (specific European countries)
The level of involvement (full-time vs. part-time, long-term vs. short-term)

Step 2: Matching with Freelancers

Colever first checks its existing network for suitable freelancers.
If a company is entering a new European market, Colever proactively expands its network to find the right experts.

Step 3: Flexible Contracting Options

Colever offers two main contract types:

Technical Assistance Model – Businesses pay a daily rate for expert services, consuming hours as needed.
Project-Based Package – Businesses hire a team of experts to complete a project, with fixed deliverables and costs.

This flexibility allows exporters to scale support up or down as required, without long-term commitments.

Real-World Applications

Clement shared examples of companies successfully using freelance experts for technical support in Europe:

Case 1: IT Deployment for a Swedish Multinational

A Swedish company with 60 international facilities needed local experts to support the deployment of an SAP core model across different European countries. Colever provided consultants in Romania, Poland, Germany, France, and Italy to:

Support key users
Conduct gap analysis
Configure the system to local requirements

Case 2: Industrial Machine Installation for a Japanese Manufacturer

A Japanese exporter selling industrial machinery to European automotive companies required on-site installation and support. Colever provided:

Software engineers to configure the machines
Process engineers to ensure smooth integration
Local technicians for after-sales servicing

Key Benefits of Using Local Freelancers for Technical Support

Reduced Costs – No need to send teams from home country, saving travel expenses.
Faster Response Time – Local experts can respond to customer needs immediately.
Scalability – Companies can start with short-term contracts and expand based on demand.
Regulatory Compliance – Local experts understand country-specific regulations (e.g., GDPR for software).
Better Customer Experience – Having local, language-speaking support enhances customer satisfaction.

Q&A Session Highlights

Q: Can we find experts to troubleshoot lighting system installations?

A: Yes, Colever has technical support experts and engineers who can assist with lighting system troubleshooting and installation. The feasibility depends on location and availability, but this type of request is common.

Q: Can we train a local technician to provide first-level support, while keeping second-level support in Australia?

A: Yes, Colever can help recruit and train local support staff, ensuring they can handle Level 1 support while the Australian team manages more complex issues remotely.

Q: Can Colever support long-term servicing and maintenance contracts?

A: Yes, Colever provides both short-term installation support and ongoing servicing solutions, including annual maintenance contracts.

Final Takeaways

For exporters of technical products, providing local European technical support is essential for sustaining sales and ensuring long-term customer satisfaction. Instead of hiring full-time employees or relying solely on distributors, businesses can:

✅ Use freelance experts for on-site installation and support
✅ Scale support up or down based on demand
✅ Reduce costs and avoid unnecessary travel
✅ Improve service responsiveness and customer retention

Colever offers a fast and flexible way to connect with highly skilled local freelancers across Europe, helping exporters ensure seamless technical support without a permanent presence.