Technical Specialist
The Nestlé Group is the world's largest food and beverage company with 92.6 billion Swiss Francs in sales in 2019. It is present in 187 countries around the world, has 403 factories and its 291'000 employees are committed to Nestlé's purpose of enhancing quality of life and contributing to a healthier future. Nestlé offers a wide portfolio of products and services for people and their pets throughout their lives. Its more than 2000 brands range from global icons like Nescafé or Nespresso to local favourites. Company performance is driven by its Nutrition, Health and Wellness strategy. Nestlé is based in the Swiss town of Vevey where it was founded more than 150 years ago. Learn more about our Group and reasons to join us on www.nestle.com
Position Snapshot
Location: La Tour-de-Peilz, Switzerland
Company: Nespresso Suisse
Act. Rate: Full-Time, 100%
Type of contract: Permanent contract
What we offer at Nespresso
Flexible work guidelines in terms of core hours and working from home. Please talk to us during the recruitment process about what flexibility could look like for you!
Genuine opportunities for career and personal development
Modern "smart office" locations providing agile & collaborative workspaces
Dynamic international working environment
Attractive additional benefits
The opportunity to be part of a B Corp certified company and one of the world's most trusted brands
Position Summary
At Nespresso, we believe that we can elevate the world of coffee to drive a positive impact and be a force for good which shapes lives and landscapes for the better. We place people at the heart of our success - all 14,000 of them. We actively cultivate diversity, inclusion and belonging in the workplace. We celebrate individuality, believing that your authenticity and uniqueness can help us to grow together. Quality and sustainability are core to who we are and critical to our vision of driving positive change. We're committed to delivering an exceptional coffee experience that elevates our community, suppliers, farmers, and each other.
To achieve this, we live by four behaviors. We Inspire, we Care, we Act, and we iNnovate. Each one of these reflects who we are and how we interact with one another and with the world around us. We live a culture that is built on the principal belief that individually and collectively we can. What about you? Want to be part of this exciting journey? Join the Nespresso team! And reimagine what coffee can be. Reimagine what you can become. Together we grow as individuals and teams. And as an organization. Apply online at www.nespresso.com/careers.
As a Technical Specialist premium coffee machines and related after-sales services, you will be responsible for establishing and maintaining high-quality coordination and technical cooperation between Nespresso Switzerland and various external stakeholders such as technical suppliers/partners, distributors, and outsourcers. Additionally, you will collaborate closely internally, with the Customer Relationship Center (CRC), B2B sales team, and various departments within the organization. Your primary objective will be to ensure an impeccable level of service delivery and provide comprehensive technical training to our employees on coffee machines and related aftersales services. Your expertise and dedication will play a crucial role in maintaining the highest standards of quality and customer satisfaction.
A Day in the Life of a Technical Specialist
- Monitor and improve the premium quality of after-sales services in the B2B sector for Office and Hotel, Restaurant and Café (HoReCa) customers
- Act as the main contact point and provide training for service centers on machine repairs and new machines launches
- Coach repair centers to continuously enhance service through regular meetings
- Analyze machine issues, coordinate with Nespresso's Global Headquarters on non-conformities, and support field-tests and machine launches
- Develop new services and projects to improve technical support and customer satisfaction
- Ensure compliance of distributors and service partners through communication and technical audits
- Monitor compliance with national regulations for B2B machines and communicate any local regulatory changes to headquarters
- Provide support to plan and manage the budget for B2B after-sales, maintaining accurate forecasts throughout the year
What will make you successful
- First experience in a high-end customer service environment
- Strong interest in technical & service excellence aspect
- Proficient in MS Office, with good knowledge of Excel
- Strong communication skills, with the ability to adapt to different audiences
- Autonomous and structured approach to work
- Demonstrates empathy and innovation in problem-solving
- Fluent in French & English, German as a strong asset
At Nespresso, we've built a culture of care and inclusion, making sure everyone can be their bold selves, while growing with the company. We innovate, dare to try, learn and scale up in a fast paced, digital and connected environment. With a diverse workforce made up of over 90 nationalities across 58 countries, you can be a part of an innovative culture, where supportive people help each other. One where anyone is encouraged to challenge the status quo and have an impact on the future for one of the biggest sustainable companies. Whatever your role, you'll find you can drive real change and spread your enthusiasm. Join the place where you can thrive, you feel, you belong, you are inspired to be and do your best.
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