A Day in the Life:
Maintain close contact with HQ technical teams to effect improving machine quality and optimizing performance from the Early Detection, Early Resolution phase through the life cycle of the machine in market.
Research and analyze feedback from Repair Centers, Customers Insights, Customer Complaints, independent machine evaluations and reviews, key performance metrics such as No Trouble Found, 2nd Repair, Troubleshooting % and customer surveys.
Manage all categories (ASC, field) of OEM machine spare parts program from placement of orders, stock levels, forecasting through end of life.
Oversee 3rd party parts supplier performance against established KPIs.
Perform training and assessments of DP, CSP, CoE and Field Technicians for expertise in effective troubleshooting; diagnosing root cause of machine malfunctions and taking appropriate corrective action to restore service.
Host online training webinars to instruct on improved techniques to enhance productivity and improve customer satisfaction.
Provide technical support on all machine launches through Early Detection/Early Resolution phase; document machine and quality performance observations; diagnose malfunctions; recommend improvements in software/hardware modifications as necessary.
Ensure compliance to TQM quality standards are maintained and manufacturer procedures on proper use is adhered; manage all investigations on product non-performance and manufacturer warranty claims. Evaluate new product prototypes; technical compatibility documents; conduct product user manual reviews for operational and technical accuracy.
Compile and report monthly statistics to management.
Assist manager with special project assignments as required.
Travel domestically as needed.
High School Diploma or GED, required.
Bachelor’s Degree preferred, preferably in a technical discipline (Engineering).
2+ years working experience with MS Excel, Word, Outlook; PowerPoint, Visio is required.
2+ years working experience in a technical environment performing installation, maintenance and reparation service on commercial coffee equipment or related appliances is required.
1+ years working experience in performing trainings and providing troubleshoot support to other technicians of various skill levels is required.
Benefits and Perks:
Quarterly and annual bonus
Medical, dental, and vision plans
401K savings match
Paid vacation time
Tuition reimbursement program
Referral bonus program
Recognition program with monetary rewards
Nestle corporate discounts
Free Machine and coffee allowance