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Position Summary :

As a Field Service Engineering Advisor, you play a pivotal role in delivering tailored services and resources that foster comprehensive troubleshooting and repair support for both B2C and B2B equipment. Your primary objective is to enhance the expertise of technicians and distributor service programs, ensuring exceptional service quality.

In this capacity, you will contribute significantly to improving the troubleshooting skills of technicians in After Sales Centers, Distributor Partners, and Independent Service Providers. Your expertise will also be instrumental in streamlining and supporting Distributor Partners (B2B) and field service providers, including direct technicians and third-party providers, who are responsible for delivering high-quality installations, maintenance, and repairs of select Nespresso B2C and B2B machines. This will involve effectively communicating procedures, policies, and leveraging relevant programs to facilitate seamless day-to-day services.

Collaboration with teams in contact with Distributor Partners and HQ technical groups will be essential in driving continuous improvements in machine quality. Additionally, you will actively contribute to the creation of local resources aimed at enhancing equipment training effectiveness and support. Throughout your role, you will closely collaborate with various stakeholders, including Technical & Quality Management, Customer Call Center (COE), HQ Technical Department, Commercial Sales, Distributor Partners, After Sales Centers (B2B and B2C), CSPs (Certified Service Providers) & Distributors, and Suppliers.

By leveraging your expertise and fostering collaboration, you will make a significant impact on the overall service quality, technician skill development, and customer satisfaction. Your contributions will be vital in ensuring smooth operations and delivering exceptional support to both B2C and B2B customers.

Key Responsibilities :

• Analyzing training needs, building appropriate learning solutions, selecting delivery methods, and working collaboratively to deliver and implement training.

• Liaise with managers to determine training needs and scheduling for After Sales Centers, Distributor Partners, and Independent Service Providers.

• Plan training events for onboarding and refreshing trainees on equipment installation, maintenance, repair, and spare parts identification.

• Design effective training programs and methods to support conventional peer-to-peer sessions, as well as independent learning through a broadline format of online curricula and live webinars.

• Prepare educational materials such as presentation decks, videos, and modules.

• Monitor performance and response to training performed, rate the ability of trainees to perform duties and approve/certify those who successfully complete the training requirements.

• Conduct evaluations on training effectiveness and identify areas of improvement to address learning retention. This includes gathering survey responses on methods used and engaging in one-on-one discussions with trainees.

• Perform a review of learning management account status and deactivate inactive user accounts.

• Attend trainings, self-teach, and stay up-to-date.

• Publish monthly learning bulletins with product updates and changes to provide accurate information on new launches, changes, and countermeasures.

• Attend and collaborate in new product launch and after-sales meetings.

Experience & Education Qualifications :

• High School Diploma or GED, required.

• Bachelor degree preferred, preferably in an engineering discipline

• 2+ years of experience in a technical environment, successfully performed installation, maintenance, and repair services on commercial coffee equipment and related appliances.

• 1+ years working experience in performing trainings and providing troubleshoot support to other technicians of various skill levels.

• Proficiency in utilizing a range of Microsoft Office applications, including Excel, Word, Outlook, PowerPoint, and Visio.

• Proven ability to work autonomously with minimal supervision while consistently meeting deadlines.

• Highly focused on process optimization and continuously seeking opportunities for improvement.

• Ability to read and evaluate statistical information relating to inventory, reported failures and reparations performed.

• Exceptional abilities in training individuals in the field, coupled with strong coaching and mentoring skills.

• Excel in problem identification and solving, consistently demonstrating a strong aptitude for identifying and resolving complex issues.

• Strong analytical skills

• Strong organization and time management skills

• Entrepreneurial and self starter

• Excellent communication skills

• Positive thinking and adaptability with strong interpersonal skills

Travel:

• Domestic travel required 50%

• International travel required 1%

• This job operates in a remote capacity with travel to and engagement with distributors, independent service providers and after sales centers..

• Occasional travel to meetings or trade shows.

Physical Demands:

• May be required up to move or lift up to 100 pounds

• Climb stairs; balance; stoop, knee, crouch or crawl

The approximate pay range for this position is $70,000.00 to $90,000.00. 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) (https://www.nestlejobs.com/nestle-in-the-us)

Requisition ID: 294457

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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