Repair Center Supervisor- Coffee Systems Repair Center Supervisor- Coffee Systems

Nestle Operational Services Worldwide SA

1d•Onsite

About The Position

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: 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.

Requirements

High School Diploma or GED required ; advanced degree a plus
2+ years of hands-on industry experience
1+ year or people or team leadership experience
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%)

Nice To Haves

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
Professional, solution-oriented communication style

Responsibilities

Lead, coach, and engage technicians and quality assurance specialists to achieve performance and quality objectives
Conduct performance reviews and provide ongoing, actionable feedback
Establish and maintain SOPs that ensure compliant, efficient, and high-quality repair operations
Oversee daily performance against quality, productivity, and turnaround targets
Ensure availability of parts and tools to support uninterrupted repair operations
Apply inventory controls to reduce waste and manage costs effectively
Resolve customer escalations promptly to protect satisfaction and brand trust
Leverage customer feedback to drive service improvements
Deliver training on repair processes, safety standards, and service expectations
Support ongoing skill development to strengthen technical and customer-facing capabilities
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
Promote a strong safety culture across the After Sales Center
Support budget planning and monitor spend to ensure cost-effective operations
Implement cost-saving initiatives without compromising service or quality