Position Summary :

In the role of Senior Field Technician, you will play a crucial role in delivering exceptional onsite customer support. Your responsibilities will include the installation, maintenance, and repair services for Nespresso equipment, catering to both Business-to-Consumer and Business-to-Business commercial machine models.

It is important to note that this position carries the responsibility of overseeing the Boston territory that spans from Warwick, RI to Lowell, MA.

Key Responsibilities :

• Perform onsite customer support, including troubleshooting, repair services, and preventative maintenance on the business-to-business machine line.

• Travel to customer locations, both business-to-business and business-to-consumer, to assess their needs.

• Accurately complete service request forms, ensuring all service data (travel and labor time, parts usage, repair comments, etc.) is included, and submit them for processing.

• Maintain regular communication with team members, parts representatives, dispatchers, and customers to provide updates on service requests.

• Conduct Customer Satisfaction surveys on site.

• Observe customer sites regularly, assess their needs, and communicate them to the account team.

• Continuously learn about all Nespresso machine models, including their designs, functions, dismantling techniques, and repair methods, to become a subject matter expert.

• Provide cross-training and troubleshooting support to Nespresso Service Providers and Distributors as needed.

• Oversee the operation of the local ASC (Authorized Service Center), ensuring proper organization and storage of goods, facility cleanliness, timely stock replenishment, and adherence to safety protocols.

• Receive, distribute, and track deliveries, collect and return customer products to their proper locations, and maintain availability of security systems, internet services, and tools for in-shop work activities.

• Conduct and maintain vehicle maintenance according to Nestle guidelines.

Experience and Education Requirements :

• High School Diploma or GED required.

• Bachelor's degree in a technical field preferred.

• 5+ years of work experience in mechanical, electrical, and HVAC troubleshooting and problem-solving preferred.

• 3+ years of experience in appliance repair required, with a strong preference for experience with espresso machines and similar products.

• Proficiency with Microsoft Office Suite strongly preferred.

• Valid Driver's license required.

• Ability to work independently with minimal supervision.

• Ability to collaborate effectively with both technical and non-technical team members.

• Strongly preferred experience in continuous process improvement.

Travel Requirements:

• Client visits may require upwards of 80% or more of your time.

• This position may require weekend and holiday field service support.

• Occasional travel to meetings or trade shows may be required.

Requisition ID: 339162

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.

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