Repair Center Supervisor- Coffee Systems

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:

 

The Repair Center Supervisor- Coffee Systems leads the day-to-day operations of the After Sales Center, ensuring repair activities are executed efficiently, accurately, and to the highest quality standards. This role plays a critical part in protecting customer satisfaction and brand trust by driving operational excellence, reinforcing quality assurance, and enabling the organization to deliver timely, reliable after-sales support that strengthens long-term customer relationships.

 

This role is fully onsite and based at our Beltsville, Maryland service center.

 

RESPONSIBILITIES:

 

Team Leadership

• Lead, coach, and engage technicians and quality assurance specialists to achieve performance and quality objectives
• Conduct performance reviews and provide ongoing, actionable feedback

Operational Management

• Establish and maintain SOPs that ensure compliant, efficient, and high-quality repair operations
• Oversee daily performance against quality, productivity, and turnaround targets

Inventory Management

• Ensure availability of parts and tools to support uninterrupted repair operations
• Apply inventory controls to reduce waste and manage costs effectively

Customer Service Excellence

• Resolve customer escalations promptly to protect satisfaction and brand trust
• Leverage customer feedback to drive service improvements

Training and Development

• Deliver training on repair processes, safety standards, and service expectations
• Support ongoing skill development to strengthen technical and customer-facing capabilities

Process Improvement

• Use operational data to identify inefficiencies and improvement opportunities
• Partner cross-functionally to implement improvements that enhance quality and efficiency

Reporting and Documentation

• Maintain accurate records for repairs, inventory, and performance metrics
• Provide regular operational updates to leadership, highlighting risks and opportunities

Compliance and Safety

• Enforce health and safety standards through audits, training, and accountability
• Promote a strong safety culture across the After Sales Center

Budget Management

• Support budget planning and monitor spend to ensure cost-effective operations
• Implement cost-saving initiatives without compromising service or quality

 

REQUIREMENTS:

 

• High School Diploma or GED required ; advanced degree a plus
• 2+ years of hands-on industry experience
• 1+ year or people or team leadership experience 
• Experience repairing premium household and/or commercial appliances, including coffee machines or related products, within a service center environment 
• Experience managing inventory systems for spare parts, forecasting demand, and optimizing stock levels to support timely repairs and cost control
• Demonstrated ownership of quality assurance and quality control standards, including implementation of SOPs and continuous improvement practices
• Experience overseeing operational budgets, balancing cost efficiency with premium service delivery expectations