- Company Name
- Nestlé Nespresso SA
- Job Title
- Quality & After Sales Manager
- Job Description
-
**Job Title:** Quality & After‑Sales Manager
**Role Summary:**
Strategic leader responsible for driving sustainable process improvements within Total Quality Management (TQM) After‑Sales Operations. Oversees risk assessment, quality, and technical performance of direct service centers in the U.S., ensuring compliance, timely repairs, and high customer satisfaction while managing budgets, inventory, and supplier relationships.
**Expectations:**
- Lead daily after‑sales operations to meet repair response time targets.
- Monitor and improve key performance indicators (KPIs) for both B2B and B2C service channels.
- Ensure compliance with contractual, quality, and financial standards.
- Deliver continuous improvement projects and support new product launches.
- Foster effective collaboration with service providers, distributors, and internal stakeholders.
**Key Responsibilities:**
- Supervise field technicians and Customer Service Providers (CSPs) to achieve repair SLA targets.
- Conduct monthly performance reviews of CSPs; recommend corrective actions and ensure contract compliance.
- Launch and manage technical workshops; oversee B2C ASC repairs, refurbishments, and complaint handling.
- Compile, analyze, and report monthly statistics for direct technicians and third‑party providers.
- Manage service‑provider and agent complaints; develop and implement corrective action plans.
- Track and report B2B KPIs (2nd repair, NTF, SLA, survey results) and B2C KPIs (TAT, 2nd repair, NTF, 172’s).
- Partner with TQM Project Manager on new machine introductions (professional and consumer).
- Review sales/technical documentation to define service cost models, training needs, and market delivery strategies.
- Lead Engineering Design Evaluation Review (EDER) process for new machine quality assurance.
- Source and manage suppliers of service parts, systems, and tools.
- Produce monthly/quarterly TQM After‑Sales newsletters for internal stakeholders.
- Ensure logistics, budget adherence, and quality standards for repaired machines (total repair time, 2nd repair rate, NTF).
- Maintain TQM tools to eliminate service gaps and improve communication across COE, technicians, and sales teams.
- Support ASC operations with pickup processing, invoicing, loan‑machine handling, and service package coordination.
- Investigate and report machine quality issues to HQ.
**Required Skills:**
- Proven leadership and people‑management ability.
- Strong knowledge of Total Quality Management and after‑sales service processes.
- Excellent analytical skills; proficiency in KPI monitoring, data interpretation, and reporting.
- Project management expertise (planning, execution, stakeholder coordination).
- Vendor/supplier management and contract compliance experience.
- Logistics and inventory control competence.
- Effective communication and stakeholder‑engagement skills.
- Problem‑solving mindset; ability to develop corrective action plans.
- Technical understanding of coffee‑machine hardware and service procedures.
- Proficiency with Microsoft Office suite and ERP/CRM systems.
**Required Education & Certifications:**
- Bachelor’s degree (any discipline; engineering, business, or related fields preferred).
- No specific certifications required; professional certifications in Quality Management (e.g., Six Sigma, CQE) are advantageous.