Job Specifications
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:
The Quality and After Sales Manager provides strategic leadership to drive sustainable process improvements within the TQM (Total Quality Management) After Sales Operations team. This role is pivotal in overseeing risk assessments, quality, and technical performance of Nespresso direct service centers across the US, ensuring timely after-sales assessments and compliance with operational standards. By monitoring KPIs and facilitating strategic decision-making, the Manager enhances customer service and drives process improvements. Additionally, the role supports the Sr. Manager of Field Service Engineering to achieve optimal repair response times and manages HQ-initiated projects within TQM After Sales. Acting as a subject matter expert, the Manager ensures high-quality coffee machines and customer satisfaction while adhering to financial and inventory guidelines. This position also coordinates logistics, stock management, and supplier orders, fostering collaboration with Nespresso, ASC (Authorized Service Center) providers, and distributors to meet customer quality expectations and continuous improvement standards.
RESPONSIBILITES:
Key Outputs:
Oversee daily operations to ensure field technicians and CSPs (Customer Service Provider) meet repair response times
Evaluate CSP performance through monthly NSC/BUNN operations reviews; recommend corrective actions for performance enhancement and contract compliance
Assist in launching new technical workshops and manage B2C ASC for timely repairs, refurbishments, and compliance/complaints management
Compile, report, and interpret monthly statistics for direct technicians and third-party service providers
Manage and resolve service provider and agent complaints regarding equipment and technical services, ensuring corrective action plans are identified and implemented
Monitor B2B key KPIs, including 2nd Repair, NTF (No Trouble Found), SLAs, and Survey Results
Track B2C key KPIs, such as TAT, 2nd Repair, NTF, and 172's
Collaborate with the TQM Project Manager to ensure the successful launch of new Nespresso Professional and B2C machines
Review sales and technical documentation to assess market needs and assist in developing service cost models, training requirements, and market delivery strategies
Support the establishment of a technical support structure for effective product launches
Manage the EDER (Engineering Design Evaluation Review) process for new machine launches to monitor and maintain machine quality standards
Manage projects for Nespresso HQ and local market requests related to product and application testing
Evaluate product and service performance to ensure quality and effectiveness
Manage projects for Nespresso HQ and local market requests related to product and application testing
Evaluate product and service performance to ensure quality and effectiveness
Source suppliers for service parts, systems, and tools to support project needs
Manage and create the TQM After Sales Newsletter
Develop and distribute monthly/quarterly newsletters highlighting key topics, including technical news, process updates, KPI performance results, and personnel news for B2B Sales, CoE (Center of Excellence), TQM, and other stakeholders
After Sales Program Operations:
Ensure successful logistics of the After Sales Program while balancing budget maintenance and customer satisfaction
Maintain quality standards for repaired machines, monitoring metrics such as total time to repair, 2nd Repair rate, and NTF
Address COE or Coffee Specialists issues to meet customer needs and enhance retention while adhering to company policies
Manage TQM tools to prevent gaps in service, dispatch, or communication among COE, Coffee Specialists, Technicians, B2B Managers, and the After Sales Team
Monitor the effectiveness of ASP or Direct Technicians, creating action plans to address issues and report results
Ensure ASCs have all necessary information for successful pickup processing, including types, classification, invoicing, loan machines, and service packages
Manage machine quality issues with HQ, investigating and reporting as needed
REQUIREMENTS:
Bachelor's Degree