Repair Center Supervisor- Coffee Systems

Nestle Operational Services Worldwide SA

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. The Repair Center Supervisor- Coffee Systems leads the day-to-day operations of the After Sales Center, ensuring repair activities are executed efficiently, accurately, and to the highest quality standards. This role plays a critical part in protecting customer satisfaction and brand trust by driving operational excellence, reinforcing quality assurance, and enabling the organization to deliver timely, reliable after-sales support that strengthens long-term customer relationships.

This role is fully onsite and based at our Beltsville, Maryland service center.

Lead, coach, and engage technicians and quality assurance specialists to achieve performance and quality objectives Conduct performance reviews and provide ongoing, actionable feedback

Operational Management

Establish and maintain SOPs that ensure compliant, efficient, and high-quality repair operations Oversee daily performance against quality, productivity, and turnaround targets

Inventory Management

Ensure availability of parts and tools to support uninterrupted repair operations Apply inventory controls to reduce waste and manage costs effectively

Customer Service Excellence

Resolve customer escalations promptly to protect satisfaction and brand trust Leverage customer feedback to drive service improvements

Training and Development

Deliver training on repair processes, safety standards, and service expectations Support ongoing skill development to strengthen technical and customer-facing capabilities

Process Improvement

Use operational data to identify inefficiencies and improvement opportunities Partner cross-functionally to implement improvements that enhance quality and efficiency

Maintain accurate records for repairs, inventory, and performance metrics Provide regular operational updates to leadership, highlighting risks and opportunities

Enforce health and safety standards through audits, training, and accountability Budget Management

Support budget planning and monitor spend to ensure cost-effective operations Implement cost-saving initiatives without compromising service or quality

High School Diploma or GED required ; Experience repairing premium household and/or commercial appliances, including coffee machines or related products, within a service center environment Experience managing inventory systems for spare parts, forecasting demand, and optimizing stock levels to support timely repairs and cost control Demonstrated ownership of quality assurance and quality control standards, including implementation of SOPs and continuous improvement practices Experience overseeing operational budgets, balancing cost efficiency with premium service delivery expectations Working knowledge of health, safety, and compliance requirements in a technical repair or light industrial environment Experienced in operating material/mass handling equipment in compliance with safety standards Domestic Travel up to 20%, minimal international travel (1%)

Strong technical diagnostics and troubleshooting expertise, with the ability to support first-time fix and turnaround-time targets Strong organizational and time-management skills Ability to lead and motivate technical teams in a premium, customer-centric service model Data-driven mindset with experience analyzing KPIs (e.g., repair cycle time, quality metrics, customer satisfaction) and driving process improvements Experience producing and presenting operational performance reports to leadership Strong cross-functional communication skills to partner with quality, engineering, customer care, and supply chain teams Nestle 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. 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. 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. Contact us 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. The Repair Center Supervisor- Coffee Systems leads the day-to-day operations of the After Sales Center, ensuring repair activities are executed efficiently, accurately, and to the highest quality standards. This role plays a critical part in protecting customer satisfaction and brand trust by driving operational excellence, reinforcing quality assurance, and enabling the organization to deliver timely, reliable after-sales support that strengthens long-term customer relationships.