Position Snapshot

Business area: Nestle Nespresso Canada

Job title: After-Sales Technical Manager

Location:  300 Léo-Pariseau, suite 2300 Montréal, QC Canada H2X 4B3

Hybrid

A little bit about us

Nestlé Nespresso SA is the pioneer and reference for highest-quality portioned coffee. The company works with more than 120,000 farmers in 15 countries through its AAA Sustainable Quality™ Program to embed sustainability practices on farms and the surrounding landscapes.  Launched in 2003 in collaboration with the NGO Rainforest Alliance, the program helps to improve the yield and quality of harvests, ensuring a sustainable supply of high-quality coffee and improving livelihoods of farmers and their communities. 

In 2022, Nespresso has achieved B Corp™ certification - joining an international movement of 4,900 purpose-led businesses that meet B Corp’s high standards of social and environmental responsibility and transparency.

Headquartered in Vevey, Switzerland, Nespresso operates in 81 countries and has over 13'000 employees. In 2021, it operated a global retail network of 802 boutiques. For more information, visit the Nespresso corporate website: www.nestle-nespresso.com

What to Expect:

The After-Sales Technical Manager will be responsible to manage the After Sales Service Program including Service quality on business to consumer (B2C) and business to business (B2B) coffee equipment and related products for the Nespresso Canada commercial division. This individual works with multiple cross-functional departments (Customers Relationship Center, B2C commercial team, B2B commercial team, Supply Chain, Finance, Marketing) and Third-Party Partners / Agents in order to propose best in class solutions and achieve high level of customers satisfaction.

A day in the life:

• Implements and Manages the After sales Program (ASP) for machines, exchanges, repairs, managing Spare Parts from importation, usage, until end-of-life, managing stock of loaners machines, supplier orders and all necessary materials and tools to dispatch, repair or maintain the national pool of machines B2C and B2B.                               
• Ensure the After Sales Service Program is operating efficiently and without service interruptions; manage machine pickups, interventions in the field, follow ups dispatches, understand unrepairable cases in the field or inside repair centers, provide loaners if is the case and manage to decrease the downtime of all machines.
• Ensures market knowledge for designs, functions, dismantling techniques, and repair methods of all Nespresso machine models, in order to organize trainings for Canada After Sales Program
• Manage Technical projects impacting After sales Program and New Product developments such as Homologation processes, Product Payment systems, software systems inside After-Sales Program, improvements opportunities with providers.
• Qualify, recruit, and manage new Service Agents (Certified Service Providers) and direct technician-s in Canada on product services and procedure protocols                                                                                                                                             Manage Contracts and relationship with Service Partners.  Develop network to ensure existing or future service needs are being met through efficient coverage.     
• Work With procurement / sourcing for to manage vendor sourcing exercises / ensure contractual terms are current and managed    
• Act as technical correspondent between the Nespresso Canada, Nespresso Head Quarter and Machine Partners, organize Monthly or quarterly technical meetings reviews in order to discuss developments and improvements. 
• Forecast, monitor and report department growth and spending on services and goods.  Identify growth patterns, calculate and assess budget requirements and capture emerging product reliability and service level issues.         
• Review and identify areas of improvement within the After Sales Program, including pick-ups, loan machines, shipping boxes, spare parts, exchanges. Implement solutions to improve services and products as part of the end-to-end aftersales service initiative that he/she is leading.  Perform root cause and impact analysis, action planning and cost effectiveness. Demonstrates value creation though a Lean Enterprise Mindset   
• Key contact for Operational controls for Quality, and Compliance issues:  Ensures vendors / process are prepared to meet corporate and Customer requirements, on time as per deadlines         
• Attract and retain talent, develop the personal effectiveness of employees by regular coaching and implementation of learning activities
• Build a strong team where team members collaborate effectively and understand their shared goals and purpose                             

Role Requirements

• Bilingualism in English and French language skills are a requirement, as this position requires collaboration with stakeholders across the Canadian market.
• Bachelor’s degree required; Degree in Engineering, Logistics or Supply chain preferred                                                                                                                
• 5-7 years of experience managing a national level technical service / after Sales program required
• 5+ years of experience in direct people management required in supply chain, logistic or warehouse
• Has managed key Supplier relationships / contracts and performance                                                                                                             
• Proven track record in delivering results by working with cross-functional teams
• Demonstrated capability to lead projects and change management
• Demonstrated management capability including ability to lead, coach, engage and influence.    
• Knowledge of Windows software (Microsoft Word, Excel, PowerPoint)
• Flexibility to Travel as needed within Canada (10%)

Benefits

• Comprehensive total rewards benefits package including Health and Dental benefits that start on day one of employment 
• Company matched pension plan 
• Four weeks of vacation and six personal days (Personal Paid Holidays) 
• Flexible and hybrid work arrangements 
• Excellent training and development programs as well as opportunities to grow within the company 
• Access to Educational Assistance & Tuition Reimbursement 
• Bonus eligibility 
• Gender affirmation benefits to ensure access to necessary care, resources, and coverage for gender-affirming procedures
• Fertility Services and Surrogacy Medical Coverage to support the pursuit of a path to parenthood regardless of medical conditions, gender or sexual orientation
• Adoption benefits to remove some of the financial barriers associated with adoption
• Free Nespresso Coffee Machines and $100 monthly coffee credit 
• Up to 50% off – Nespresso Coffee Machine, Capsules and accessories 
• Access to the Discount Company store with Nestlé, Nespresso, and Purina products (Located across various Nestle offices/sites) 

What you need to know

We will be considering applicants as they apply, so please don’t delay in submitting your application.

Nestlé Canada is an equal-opportunity employer committed to diversity, equity, inclusion, and accessibility. We welcome qualified applicants to bring their diverse and unique experiences as a result of their education, perspectives, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation and beliefs.

If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. Nestlé will work with you in an effort to ensure that you are able to fully participate in the process.

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