Senior Field Service Technician

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:

 

 

RESPONSIBILITIES:

 

B2B Onsite Customer Support:

• Installation and Maintenance: Perform installation, troubleshooting, repair services, and preventative maintenance on B2B machine line
• Customer Site Visits: Travel to B2C/B2B customer locations to provide services and assess customer needs
• Field Services: Provide field services as needed, including weekends and holidays, based on shift requirements

 

 

Service Requests:

• Service Request Management: Accurately complete and submit service request forms with detailed data (travel, labor, parts, comments)
• Team Communication: Regularly update team members, parts representatives, dispatchers, and customers on service request statuses
• Maintenance and Repairs: Perform routine maintenance and repairs on Nespresso B2B machines to ensure optimal functionality
• Technical Troubleshooting: Troubleshoot technical issues remotely and on-site, providing timely solutions to minimize client downtime
• Client Training: Conduct thorough training sessions for clients on machine operation, maintenance, and troubleshooting
• Inventory Management: Manage and maintain an inventory of spare parts for efficient repairs
• Service Documentation: Document all service activities, including maintenance schedules, repairs, and client interactions
• Customer Communication: Effectively communicate with clients and internal teams to address concerns and ensure satisfaction
• Health and Safety Compliance: Adhere to health and safety protocols during service visits and maintain a clean work environment
• Service Coordination: Coordinate and schedule service visits, considering travel logistics for timely responses
• Market Travel: Travel to other markets for overflow support, covering PTO, and participating in special projects
• Hands-On Training: Deliver on-site training to customers, demonstrating proper usage, maintenance, and cleaning of coffee machines
• Technical Expertise: Utilize in-depth coffee machine knowledge to diagnose and resolve complex technical issues
• Record Keeping: Maintain accurate records of service calls and generate detailed reports to improve service quality
• Customer Satisfaction Surveys: Conduct on-site customer satisfaction surveys 

 

Training & Assessments:

• Customer Engagement: Regularly observe customer sites to assess and communicate needs to the account team
• Continuous Improvement: Continuously learn designs, functions, dismantling techniques, and repair methods for all Nespresso mach