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:

In the role of Senior Field Technician, you will play a crucial role in delivering exceptional onsite customer support. Your responsibilities will include the installation, maintenance, and repair services for Nespresso equipment, catering to both Business-to-Consumer and Business-to-Business commercial machine models.

Key Responsibilities:

• Perform onsite customer support, including troubleshooting, repair services, and preventative maintenance on the business-to-business machine line.
• Travel to customer locations, both business-to-business and business-to-consumer, to assess their needs.
• Accurately complete service request forms, ensuring all service data (travel and labor time, parts usage, repair comments, etc.) is included, and submit them for processing.
• Maintain regular communication with team members, parts representatives, dispatchers, and customers to provide updates on service requests.
• Conduct Customer Satisfaction surveys on site.
• Observe customer sites regularly, assess their needs, and communicate them to the account team.
• Continuously learn about all Nespresso machine models, including their designs, functions, dismantling techniques, and repair methods, to become a subject matter expert.
• Provide cross-training and troubleshooting support to Nespresso Service Providers and Distributors as needed.
• Oversee the operation of the local ASC (Authorized Service Center), ensuring proper organization and storage of goods, facility cleanliness, timely stock replenishment, and adherence to safety protocols.
• Receive, distribute, and track deliveries, collect and return customer products to their proper locations, and maintain availability of security systems, internet services, and tools for in-shop work activities.
• Conduct and maintain vehicle maintenance according to Nestle guidelines.

Experience and Education Requirements:

• High School Diploma or GED required.
• Bachelor's degree in a technical field preferred.
• 5+ years of work experience in mechanical, electrical, and HVAC troubleshooting and problem-solving preferred.
• 3+ years of experience in appliance repair required, with a strong preference for experience with espresso machines and similar products.
• Proficiency with Microsoft Office Suite strongly preferred.
• Valid Driver's license required.
• Ability to work independently with minimal supervision.
• Ability to collaborate effectively with both technical and non-technical team members.
• Strongly preferred experience in continuous process improvement.

Travel Requirements:

• Client visits may require upwards of 80% or more of your time.
• This position may require weekend and holiday field service support.
• Occasional travel to meetings or trade shows may be required.

The approximate pay range for this position is $75,000.00 to $87,000.00. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills and abilities as well as geographic location.

Nestlé offers performance-based incentives and a competitive total rewards package, which includes a 401k with company match, healthcare coverage and a broad range of other benefits.  Incentives and/or benefit packages may vary depending on the position. Learn more at About Us | Nestlé Careers (nestlejobs.com)

Requisition ID: 294030 

Nestlé Nespresso USA is an equal opportunity employer and is looking for diversity in qualified candidates for employment.  If you require an accommodation in order to view or apply to open position, please dial 711 and provide this number to the operator: 1-800-321-6467.

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