Apply on Employer Site

Nestlé Nespresso SA · 1 day ago

Senior Field Service Technician

Torrance, CA

Full-time

Onsite

Mid, Senior Level

$75K/yr - $85K/yr

3+ years exp

Nestlé Nespresso SA is committed to delivering exceptional coffee experiences while driving positive change. The Senior Field Service Technician will provide onsite installation, maintenance, and repair services for B2B and B2C clients, ensuring optimal functionality of coffee machines and customer satisfaction.

CoffeeFood and Beverage

No H1B

Responsibilities

Installation and Maintenance: Perform installation, troubleshooting, repair services, and preventative maintenance on B2B machine line

Customer Site Visits: Travel to B2C/B2B customer locations to provide services and assess customer needs

Field Services: Provide field services as needed, including weekends and holidays, based on shift requirements

Service Request Management: Accurately complete and submit service request forms with detailed data (travel, labor, parts, comments)

Team Communication: Regularly update team members, parts representatives, dispatchers, and customers on service request statuses

Maintenance and Repairs: Perform routine maintenance and repairs on Nespresso B2B machines to ensure optimal functionality

Technical Troubleshooting: Troubleshoot technical issues remotely and on-site, providing timely solutions to minimize client downtime

Client Training: Conduct thorough training sessions for clients on machine operation, maintenance, and troubleshooting

Inventory Management: Manage and maintain an inventory of spare parts for efficient repairs

Service Documentation: Document all service activities, including maintenance schedules, repairs, and client interactions

Customer Communication: Effectively communicate with clients and internal teams to address concerns and ensure satisfaction

Health and Safety Compliance: Adhere to health and safety protocols during service visits and maintain a clean work environment

Service Coordination: Coordinate and schedule service visits, considering travel logistics for timely responses

Market Travel: Travel to other markets for overflow support, covering PTO, and participating in special projects

Hands-On Training: Deliver on-site training to customers, demonstrating proper usage, maintenance, and cleaning of coffee machines

Technical Expertise: Utilize in-depth coffee machine knowledge to diagnose and resolve complex technical issues

Record Keeping: Maintain accurate records of service calls and generate detailed reports to improve service quality

Customer Satisfaction Surveys: Conduct on-site customer satisfaction surveys

Customer Engagement: Regularly observe customer sites to assess and communicate needs to the account team

Continuous Improvement: Continuously learn designs, functions, dismantling techniques, and repair methods for all Nespresso machine models

Cross-Training Support: Provide cross-training and troubleshooting assistance to Nespresso Service Providers and Distributors as needed

Qualification

TroubleshootingEspresso machine repairTechnical expertiseMicrosoft Office SuiteIndependenceSafety commitmentProcess improvementClear communicationOrganizational skillsCritical thinkingCollaboration