Senior Field Service Technician

Senior Field Service Technician

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 Senior Field Service Technician, you will play a critical role in delivering an exceptional Nespresso customer experience by installing, maintaining, and repairing commercial and residential coffee systems. Supporting customers across Maryland, Pennsylvania, and surrounding areas, this role directly drives customer satisfaction, equipment reliability, and business growth while serving as a trusted technical expert for both B2B and B2C clients. Based in our Beltsville, MD Service Center, the position helps ensure seamless service delivery and long-term customer retention.

RESPONSIBILITIES:

• B2B Onsite Customer Support: Installation and Maintenance: Perform installation, troubleshooting, repair services, and preventative maintenance on B2B machine line
• Customer Site Visits: Travel to B2C/B2B customer locations to provide services and assess customer needs
• Field Services: Provide field services as needed, including weekends and holidays, based on shift requirements
• Service Requests: Service Request Management: Accurately complete and submit service request forms with detailed data (travel, labor, parts, comments)
• Team Communication: Regularly update team members, parts representatives, dispatchers, and customers on service request statuses
• Maintenance and Repairs: Perform routine maintenance and repairs on Nespresso B2B machines to ensure optimal functionality
• Technical Troubleshooting: Troubleshoot technical issues remotely and on-site, providing timely solutions to minimize client downtime
• Client Training: Conduct thorough training sessions for clients on machine operation, maintenance, and troubleshooting
• Inventory Management: Manage and maintain an inventory of spare parts for efficient repairs
• Service Documentation: Document all service activities, including maintenance schedules, repairs, and client interactions
• Customer Communication: Effectively communicate with clients and internal teams to address concerns and ensure satisfaction
• Health and Safety Compliance: Adhere to health and safety protocols during service visits and maintain a clean work environment
• Service Coordination: Coordinate and schedule service visits, considering travel logistics for timely responses
• Market Travel: Travel to other markets for overflow support, covering PTO, and participating in special projects
• Hands-On Training: Deliver on-site training to customers, demonstrating proper usage, maintenance, and cleaning of coffee machines
• Technical Expertise: Utilize in-depth coffee machine knowledge to diagnose and resolve complex technical issues
• Record Keeping: Maintain accurate records of service calls and generate detailed reports to improve service quality
• Customer Satisfaction Surveys: Conduct on-site customer satisfaction surveys
• Training & Assessments: Customer Engagement: Regularly observe customer sites to assess and communicate needs to the account team
• Continuous Improvement: Continuously learn designs, functions, dismantling techniques, and repair methods for all Nespresso machine models
• Cross-Training Support: Provide cross-training and troubleshooting assistance to Nespresso Service Providers and Distributors as needed

REQUIREMENTS:

• Education: High School Diploma or GED required; Bachelor's degree in a technical field preferred
• Technical Skills: Strong knowledge of Microsoft Office Suite
• Experience: 3+ years in troubleshooting, problem-solving, and appliance repair, with a preferred focus on espresso machines
• Licensing: Valid driver's license required
• Independence: Ability to work independently with minimal supervision
• Collaboration: Works effectively with both technical and non-technical team members
• Process Improvement: Experience in continuous process improvement desired
• Travel Requirements: Willingness to travel to customer sites 80% of the time, including potential travel outside the area 30%
• Safety Commitment: Adheres to safety protocols to ensure the safety of the service team and clients
• Technical Proficiency: Basic computer and data equipment skills required
• Flexibility: Available for on-call shifts, weekends, and holidays

SKILLS:

• Collaborative Support: Works effectively with colleagues, sales teams, and departments to support clients
• Clear Communication: Communicates technical information clearly and professionally, both verbally and in writing
• Organizational Skills: Prioritizes service requests and allocates resources to meet deadlines
• Critical Thinking: Thinks critically and creatively to solve challenging technical issues

The approximate pay range for this position is $75,000- $85,000 base. Please note that the pay range provided is a good faith estimate for the position at the time of posting. Final compensation may vary based on factors including but not limited to knowledge, skills, and abilities as well as geographic location. 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. Incentives and/or benefits packages may vary depending on the position. Learn more at: About Us | Nestlé Careers (nestlejobs.com)

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 View email address on click.appcast.io or please dial 711 and provide this number to the operator: View phone number on click.appcast.io. This position is not eligible for Visa Sponsorship. Review our applicant privacy notice before applying at Job Requisition: 411794