Field Service Engineering Advisor/Trainer (Remote)

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:

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 HeadQuarters 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), HeadQuarters 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:

• Analyze training needs, develop appropriate learning solutions, select delivery methods, and work 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 comprehensive format of online curricula and live webinars.
• Prepare educational materials, including presentation decks, videos, and modules.
• Monitor performance and responses to training conducted.
• Assess trainees' ability to perform their duties and approve and certify those who successfully complete the training requirements.
• Conduct evaluations on training effectiveness and identify areas for improvement to enhance learning retention.
• This includes gathering survey responses on the methods used and engaging in one-on-one discussions with trainees.
• Review the status of learning management accounts and deactivate inactive user accounts.
• Attend training sessions, engage in self-directed learning, and stay up-to-date by publishing monthly learning bulletins with product updates and changes to provide accurate information on new launches, changes, and countermeasures.
• Participate in new product launch and after-sales meetings.
• Attend trade shows in respective regions.
• Set up, maintain, and dismantle equipment while supporting the sales team by addressing technical inquiries from prospective clients.

Experience & Education Requirements:

• High School Diploma or GED, required.
• Bachelor degree preferred, preferably in an engineering discipline
• Minimum 2+ years of experience in a technical environment, successfully performed installation, maintenance, and repair services on commercial coffee equipment and related appliances.
• Minimum 1+ years working experience in performing trainings and providing troubleshoot support to other technicians of various skill levels.
• Ability to read and evaluate statistical information relating to inventory, reported failures and reparations performed.
• Proficiency in utilizing a range of Microsoft Office applications, including Excel, Word, Outlook, PowerPoint, and Visio.
• Strong analytical skills
• Highly focused on process optimization and continuously seeking opportunities for improvement.
• 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.
• Proven ability to work autonomously with minimal supervision while consistently meeting deadlines.
• 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.

It is our business imperative to remain a very inclusive workplace.

To our veterans and separated service members, you're at the forefront of our minds as we recruit top talent to join Nestlé. The skills you've gained while serving our country, such as flexibility, agility, and leadership, are much like the skills that will make you successful in this role. In addition, with our commitment to an inclusive work environment, we recognize the exceptional engagement and innovation displayed by individuals with disabilities. Nestlé seeks such skilled and qualified individuals to share our mission where you’ll join a cohort of others who have chosen to call Nestlé home.

Nestlé Nespresso USA is an equal employment opportunity employer. All applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or veteran status or any other characteristic protected by applicable law. Prior to the next step in the recruiting process, we welcome you to inform us confidentially if you may require any special accommodations in order to participate fully in our recruitment experience. Contact us at accommodations@nestle.com or please dial 711 and provide this number to the operator: 1-800-321-6467.

This position is not eligible for Visa Sponsorship.

Review our applicant privacy notice before applying at https://www.nestlejobs.com/privacy.

Job Requisition: 363093