Position Snapshot

Business areas: Nespresso Canada
Job title: After-Sales Technical Manager
Location: Montreal, Quebec 
Grade 18
 

Position Summary

We are looking for an After-Sales Manager based at our Montreal location reporting into the Technical Quality Manager. The role of the After-Sales Service / Technical Manager is 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 and Third-Party Partners / Agents in order to propose best in class solutions and achieve high level of customers satisfaction. The incumbent is also responsible to ensure repairs and maintenance in the field, and organize After sales Program for machines, exchanges, repairs from importation, usage, until end-of-life, 

A day in the life of...

Management of After Sales Services Program (ASP)
•    Implements and Manages the After sales Program for machines, exchanges, repairs, parts usage, until end-of-life, managing stock of loaners machines, 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
Technical Expertise and Customer Experience:
•    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 ASP and New Product developments such as homologation processes, software systems inside After-Sales Program, improvements opportunities with providers.
•    Ensure the Quality, Environmental, Health and Safety Requirements are in place in all repair centers
•    Manage and train team of CRC Technical Specialists on latest troubleshooting tactics, sales tactics for extended warranty program, and service protocols.
•    Ensure high level of customer satisfaction for After Sales Program for all customers including internal technicians monitoring

Vendor / After Sales Service Partners / Agent Management:
•    Qualify, recruit, train, 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.

Training / communication / New product development
•    Act as technical correspondent between the Nespresso Canada, Nespresso HQ and Machine Partners, organize Monthly or quarterly technical meetings reviews in order to discuss developments (EDER phase) and improvements.
Learn all designs, functions, dismantling techniques, installation and repair methods of all new Nespresso machine models.

Budget /Continuous Improvement/Compliance
•    Identify growth patterns, calculate and assess budget requirements and capture emerging product reliability and service level issues.
•    Oversees budget for After Sales Program - Tracks variable ASP expense vs OP Budget and Monthly Dynamic forecast, communicates cost drivers of variances.

•    Review and identify areas of improvement within the After Sales Program;  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

Leadership People & Performance Management
•    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
•    Build the Nespresso culture by promoting and supporting a happy, healthy and safe working environment that encourages teamwork, ambition and a high level of professionalism
 

What will make you successful

As the successful candidate, you will be the champion for the brand for our customers so you will need to be passionate, tenacious and results focused along with exceptional communication skills and attention to detail.  Your already developed experience and/or educational qualifications in a business-related discipline will give you the background you need to properly service our customers. You will also:

•    Bachelor’s degree required, Degree in Engineering preferred 
•    7-10 years of experience managing a national level technical service / after Sales program required 
•    5+ years of experience in direct people management required
•    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 (10%)

We have a friendly, supportive team with a coaching and mentoring environment. There are real opportunities for future development and progression – this really could be a move towards the exciting career you’ve always wanted.