Job Details
At Nespresso, we place people and specialty coffee at the heart of what we do. As part of our team, you'll be empowered to inspire, care, act, and innovate to reach your full potential and reimagine what coffee can be. As a certified B Corporation, we're committed to driving our triple bottom line – People, Profit, and Planet – by delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other, channeling our growth-minded spirit to set new standards in global coffee culture. Quality, sustainability, diversity, and inclusion are core to who we are and critical to our vision of driving positive change. Throughout our factories, boutiques, and office locations, Nespresso careers are brimming with best-in-class opportunities for your development and growth. Join us! Position Summary: As the Field Service Engineering Specialist, you will have the opportunity to enhance the expertise of our technicians and call center specialists, while providing tailored services and resources to ensure comprehensive troubleshooting and repair support for both B2C and B2B equipment. Your contributions will be instrumental in improving the troubleshoot skillsets of our direct customers and technicians through our Customer Call Center. You will also play a vital role in streamlining and supporting our valued Distributor Partners (B2B) and field service providers (direct technicians and 3rd party providers) to deliver exceptional installations, maintenance, and repairs for Nespresso B2C and B2B machines. Effective communication of procedures and policies, as well as leveraging programs to support day-to-day services, will be key to your success. Collaboration with our teams in contact with Headquarters technical groups will be essential as we work together to drive improvements in machine quality. Your expertise will also contribute to the creation and maintenance of local resources, enhancing the effectiveness of equipment training and providing valuable guidance on available resources. Additionally, you will oversee all categories of our machine spare parts program, ensuring seamless order placement, optimal stock levels, accurate forecasting, and efficient end-of-life management. Handling warranty claim situations and monitoring the performance of our 3rd party parts suppliers against established KPIs will also be part of your responsibilities. If you are passionate about delivering exceptional service, driving improvements, and working in a collaborative environment, we invite you to join our team! Key Responsibilities:
- Monitor and collaborate with technical support to provide assistance for all escalated After Sales troubleshoot calls raised by independent service providers (ASC + DP + CSP).
- Offer guidance on troubleshooting new and existing technical anomalies, referring to known countermeasures communicated through newsletters and extranet platforms.
- Collaborate with departments to initiate new queries and investigations with lead developers and engineers for unresolved situations.
- Regularly update content and information on various technical application tools, communicating the latest news, known countermeasures, quick tech tips, changes to available spare parts, troubleshooting methods, and more.
- Assist in business continuity plans by fulfilling troubleshoot duty requirements to prevent service failures when assigned agents are unavailable or program interruptions occur.
- Conduct monthly operational reviews with troubleshoot experts to assess key performance indicators and develop strategies for assisting technicians.
- Make necessary changes to the phone system. Review recorded troubleshoot calls, create innovative solutions, and implement changes to enhance equipment diagnosis methods.
- Process warranty claim submissions from Distribution Partners.
- Investigate, evaluate, and settle claims, applying knowledge of policies and countermeasures to determine coverage and liability reimbursement for Distributor Partners.
- Coordinate the replacement of defective materials by ordering replacement parts and organizing the return of faulty components.
- Input claims information and generate operational reports tracking program growth, spending on replacement goods, claim approval rates, and technical data on equipment failures.
- Monitor the general inbox daily, responding to warranty claim inquiries regarding process flow, decision-making, and material replacement.
- Become a Subject Matter Expert (SME) for current B2C machine ranges and provide support to ASC technicians and engineers.
- Stay up-to-date with product updates and changes to provide accurate information on new launches, modifications, and countermeasures.
- Maintain shared resources with the latest training materials, technical service documentation, and links to available extranets.
- Assist in planning ASC equipment training events or directly provide training to ASC technicians.
- Conduct periodic meetings with ASC Lead Technicians to review the latest countermeasures and firmware releases.
- Prepare educational materials, such as presentation decks, videos, and modules, to cross-train ASC technical teams on new machine launches.
- Conduct machine training for new product launches with ASC Technicians.
- High School Diploma or GED, required.
- Bachelor degree preferred, preferably in a technical discipline (engineering).
- 2+ years working experience with MS Excel, Word, Outlook; PowerPoint, Visio.
- 2+ years working experience in a technical environment performing installation, maintenance and reparation service on commercial coffee equipment or related appliances
- 1+ years working experience in performing trainings and providing troubleshoot support to other technicians of various skill levels.
- Ability to work with minimal supervision and meet deadlines
- Focused on continuous improvement
- Ability to train people in the field
- Ability to read and evaluate statistical information relating to inventory, reported failures and reparations performed
- Problem identification and solving
- Good analytical skills
- Occasional domestic travel required
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