Quality & After Sales Manager Quality & After Sales Manager
About The Position
The Quality and After Sales Manager provides strategic leadership to drive sustainable process improvements within the TQM (Total Quality Management) After Sales Operations team. This role is pivotal in overseeing risk assessments, quality, and technical performance of Nespresso direct service centers across the US, ensuring timely after-sales assessments and compliance with operational standards. By monitoring KPIs and facilitating strategic decision-making, the Manager enhances customer service and drives process improvements. Additionally, the role supports the Sr. Manager of Field Service Engineering to achieve optimal repair response times and manages HQ-initiated projects within TQM After Sales. Acting as a subject matter expert, the Manager ensures high-quality coffee machines and customer satisfaction while adhering to financial and inventory guidelines. This position also coordinates logistics, stock management, and supplier orders, fostering collaboration with Nespresso, ASC (Authorized Service Center) providers, and distributors to meet customer quality expectations and continuous improvement standards.
Requirements
- Bachelor's Degree required; Electrical/Mechanical Engineering or focus in Quality and After Sales Performance Management strongly desired
- 4+ years in Quality and After Sales, emphasizing operations and performance analysis, auditing methods and procedures, compliance, and developing performance tracking and measurement reports
- Demonstrated experience in managing business process improvement initiatives
- Knowledge of quality and technical aspects of food service industry equipment/products/processes; espresso machine experience is a plus
- Familiarity with the technical service repair process, troubleshooting, root cause analysis, and corrective actions desired
- ISO 22000 and HACCP knowledge is a plus
- Project Management experience/certification preferred
- Proficient in Windows and MS Excel, Word, Outlook, and PowerPoint
- Travel: Approximately 20%
Responsibilities
- Oversee daily operations to ensure field technicians and CSPs (Customer Service Provider) meet repair response times
- Evaluate CSP performance through monthly NSC/BUNN operations reviews; recommend corrective actions for performance enhancement and contract compliance
- Assist in launching new technical workshops and manage B2C ASC for timely repairs, refurbishments, and compliance/complaints management
- Compile, report, and interpret monthly statistics for direct technicians and third-party service providers
- Manage and resolve service provider and agent complaints regarding equipment and technical services, ensuring corrective action plans are identified and implemented
- Monitor B2B key KPIs, including 2nd Repair, NTF (No Trouble Found), SLAs, and Survey Results
- Track B2C key KPIs, such as TAT, 2nd Repair, NTF, and 172's
- Collaborate with the TQM Project Manager to ensure the successful launch of new Nespresso Professional and B2C machines
- Review sales and technical documentation to assess market needs and assist in developing service cost models, training requirements, and market delivery strategies
- Support the establishment of a technical support structure for effective product launches
- Manage the EDER (Engineering Design Evaluation Review) process for new machine launches to monitor and maintain machine quality standards
- Manage projects for Nespresso HQ and local market requests related to product and application testing
- Evaluate product and service performance to ensure quality and effectiveness
- Manage projects for Nespresso HQ and local market requests related to product and application testing
- Evaluate product and service performance to ensure quality and effectiveness
- Source suppliers for service parts, systems, and tools to support project needs
- Manage and create the TQM After Sales Newsletter
- Develop and distribute monthly/quarterly newsletters highlighting key topics, including technical news, process updates, KPI performance results, and personnel news for B2B Sales, CoE (Center of Excellence), TQM, and other stakeholders
- Ensure successful logistics of the After Sales Program while balancing budget maintenance and customer satisfaction
- Maintain quality standards for repaired machines, monitoring metrics such as total time to repair, 2nd Repair rate, and NTF
- Address COE or Coffee Specialists issues to meet customer needs and enhance retention while adhering to company policies
- Manage TQM tools to prevent gaps in service, dispatch, or communication among COE, Coffee Specialists, Technicians, B2B Managers, and the After Sales Team
- Monitor the effectiveness of ASP or Direct Technicians, creating action plans to address issues and report results
- Ensure ASCs have all necessary information for successful pickup processing, including types, classification, invoicing, loan machines, and service packages
- Manage machine quality issues with HQ, investigating and reporting as needed
Benefits
- 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.
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What This Job Offers
Job Type
Full-time
Career Level
Manager
Number of Employees
5,001-10,000 employees
