Nestlé Nespresso SA · 1 week ago
Quality & After Sales Manager
New York, NY
Full-time
Hybrid
Mid, Senior Level
$140K/yr - $155K/yr
4+ years expNestlé Nespresso SA is a company dedicated to delivering exceptional coffee experiences while promoting sustainability and quality. The Quality and After Sales Manager will provide strategic leadership to enhance customer service and drive process improvements within the After Sales Operations team, ensuring compliance with operational standards and fostering collaboration with service providers.
CoffeeFood and Beverage
No H1B
Responsibilities
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
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
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
Qualification
Required
Bachelor's Degree required; Electrical/Mechanical Engineering or focus in Quality and After Sales Performance Management strongly desired
4+ years in Quality and After Sales, emphasizing operations and performance analysis, auditing methods and procedures, compliance, and developing performance tracking and measurement reports
Demonstrated experience in managing business process improvement initiatives
Knowledge of quality and technical aspects of food service industry equipment/products/processes
Proficient in Windows and MS Excel, Word, Outlook, and PowerPoint
Travel: Approximately 20%
Preferred
Project Management experience/certification preferred
ISO 22000 and HACCP knowledge is a plus
espresso machine experience is a plus
Familiarity with the technical service repair process, troubleshooting, root cause analysis, and corrective actions desired
Benefits
401k with company match
Healthcare coverage
Broad range of other benefits
Company
Nestlé Nespresso SA
Coffee is at the heart of everything we do, and consumer satisfaction is why we do it.
5001-10000 employees
Funding
Current Stage
Late StageLeadership Team
Alfonso Loeschen
Chief Executive Officer
Recent News
2025-12-26
Company data provided by crunchbase