Field Service Engineering Advisor (Remote)

 

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 a Field Service Engineering Advisor, you play a pivotal role in delivering tailored services and resources that foster comprehensive troubleshooting and repair support for both B2C and B2B equipment. Your primary objective is to enhance the expertise of technicians and distributor service programs, ensuring exceptional service quality.

In this capacity, you will contribute significantly to improving the troubleshooting skills of technicians in After Sales Centers, Distributor Partners, and Independent Service Providers. Your expertise will also be instrumental in streamlining and supporting Distributor Partners (B2B) and field service providers, including direct technicians and third-party providers, who are responsible for delivering high-quality installations, maintenance, and repairs of select Nespresso B2C and B2B machines. This will involve effectively communicating procedures, policies, and leveraging relevant programs to facilitate seamless day-to-day services.

Collaboration with teams in contact with Distributor Partners and HQ technical groups will be essential in driving continuous improvements in machine quality. Additionally, you will actively contribute to the creation of local resources aimed at enhancing equipment training effectiveness and support. Throughout your role, you will closely collaborate with various stakeholders, including Technical & Quality Management, Customer Call Center (COE), HQ Technical Department, Commercial Sales, Distributor Partners, After Sales Centers (B2B and B2C), CSPs (Certified Service Providers) & Distributors, and Suppliers.

By leveraging your expertise and fostering collaboration, you will make a significant impact on the overall service quality, technician skill development, and customer satisfaction. Your contributions will be vital in ensuring smooth operations and delivering exceptional support to both B2C and B2B customers.

 

 

Key Responsibilities:

 

• Analyzing training needs, building appropriate learning solutions, selecting delivery methods, and working collaboratively to deliver and implement training.
• Liaise with managers to determine training needs and scheduling for After Sales Centers, Distributor Partners, and Independent Service Providers.
• Plan training events for onboarding and refreshing trainees on equipment installation, maintenance, repair, and spare parts identification.
• Design effective training programs and methods to support conventional peer-to-peer sessions, as well as independent learning through a broadline format of online curricula and live webinars.
• Prepare educational materials such as presentation decks, videos, and modules.
• Monitor performance and response to training performed, rate the ability of trainees to perform duties and approve/certify those who successfully complete the training requirements.
• Conduct evaluations on training effectiveness and identify areas of improvement to address learning retention. This includes gathering survey responses on methods used and engaging in one-on-one discussions with trainees.
• Perform a review of learning management account status and deactivate inactive user accounts.
• Attend trainings, self-teach, and stay up-to-date.
• Publish monthly learning bulletins with product updates and changes to provide accurate information on new launches, changes, and countermeasures.
• Attend and collaborate in new product launch and after-sales meetings.

 

 

Experience & Education Qualifications:

 

 

• High School Diploma or GED, required.
• Bachelor degree preferred, preferably in an engineering discipline 
• 2+ years of experience in a technical environment, successfully performed installation, maintenance, and repair services on commercial coffee equipment and related appliances.
• 1+ years working experience in performing trainings and providing