Senior Field Service Technician

Nestle Operational Services Worldwide SA•New York, NY

24d•$75,000 - $85,000•Hybrid

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: 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.

Requirements

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

Nice To Haves

Bachelor’s degree in a technical field
Preferred focus on espresso machines
Experience in continuous process improvement

Responsibilities

Perform installation, troubleshooting, repair services, and preventative maintenance on B2B machine line
Travel to B2C/B2B customer locations to provide services and assess customer needs
Provide field services as needed, including weekends and holidays, based on shift requirements
Accurately complete and submit service request forms with detailed data (travel, labor, parts, comments)
Regularly update team members, parts representatives, dispatchers, and customers on service request statuses
Perform routine maintenance and repairs on Nespresso B2B machines to ensure optimal functionality
Troubleshoot technical issues remotely and on-site, providing timely solutions to minimize client downtime
Conduct thorough training sessions for clients on machine operation, maintenance, and troubleshooting
Manage and maintain an inventory of spare parts for efficient repairs
Document all service activities, including maintenance schedules, repairs, and client interactions
Effectively communicate with clients and internal teams to address concerns and ensure satisfaction
Adhere to health and safety protocols during service visits and maintain a clean work environment
Coordinate and schedule service visits, considering travel logistics for timely responses
Travel to other markets for overflow support, covering PTO, and participating in special projects
Deliver on-site training to customers, demonstrating proper usage, maintenance, and cleaning of coffee machines
Utilize in-depth coffee machine knowledge to diagnose and resolve complex technical issues
Maintain accurate records of service calls and generate detailed reports to improve service quality
Conduct on-site customer satisfaction surveys
Regularly observe customer sites to assess and communicate needs to the account team
Continuously learn designs, functions, dismantling techniques, and repair methods for all Nespresso machine models
Provide cross-training and troubleshooting assistance to Nespresso Service Providers and Distributors as needed