Senior Specialist Field Service Engineering - Hybrid

Nestle Operational Services Worldwide SA•Thonotosassa, FL

10d•Hybrid

About The Position

The Senior Specialist – Field Service Engineering is a technical innovator and trusted subject matter expert who advances the reliability, serviceability, and lifecycle performance of Nestlé's commercial beverage equipment fleet. Beyond traditional troubleshooting, this role is expected to think creatively, challenge the status quo, and apply modern digital tools — including AI-assisted platforms, analytics dashboards, automation, and multimedia content — to elevate field performance and the technician experience. This position bridges field operations, engineering, quality, supply chain, and commercial teams, translating real-world equipment insights into scalable digital solutions, smarter training, and continuous improvements that drive service efficiency, technician capability, equipment uptime, and ultimately, customer satisfaction. Schedule: Monday & Fridays can be remote, Tuesday- Thursday onsite

Requirements

Bachelor's degree in Engineering, Technical Field, or equivalent hands-on experience required.
Extensive experience in field service engineering, technical support, or equipment maintenance.
Demonstrated experience supporting integrated equipment systems in a field environment.
Track record of using data and digital tools to solve real problems, not just report them.
Strong diagnostic and troubleshooting capability across: Electronic systems — control boards, sensors, communication circuits.
Electrical systems — voltage, wiring, relays, heating elements.
Mechanical systems — motors, gear assemblies, dispensing mechanisms.
Refrigeration systems — cooling circuits, compressors, thermodynamics fundamentals.
Plumbing and fluid systems — water flow, pressure regulation, valves, fittings.
Equipment calibration, programming, and system configuration.
Parts identification, cross-referencing, and technical validation.
Working knowledge of food safety and HazMat compliance.
Proficiency in Microsoft 365 Suite (Excel, PowerPoint, Teams, SharePoint, OneDrive, Forms).
Hands-on experience with Power BI, Power Automate, and workflow automation.
Practical use of AI-enabled productivity tools (e.g., Microsoft Copilot) for drafting, analysis, knowledge retrieval, and content creation.
Familiarity with video creation and editing tools for technical training content.
Comfort with knowledge management systems and digital documentation platforms.

Responsibilities

Lead advanced troubleshooting and root cause investigations across electrical, mechanical, fluid, refrigeration, and control systems on multiple beverage platforms.
Coach field technicians through real-time, structured problem solving — emphasizing the issue, cause, and fix mindset rather than scripted procedures.
Diagnose complex, multi-system failures (dispensing, heating, refrigeration circuits, electronic controls, plumbing assemblies) and recommend creative, durable corrective actions.
Validate parts identification and build cross-platform component intelligence to support standardization and faster repairs.
Partner with Engineering and Quality on systemic issues, using data and field evidence to influence design and reliability decisions.
Design and deliver modern, interactive technical training — blending in-person, virtual, video, simulation, and microlearning experiences.
Teach technicians to think diagnostically, not just procedurally — building confidence in electronics, electrical, mechanical, refrigeration, and plumbing disciplines.
Standardize service procedures and technical knowledge across the field organization while encouraging local innovation and feedback loops.
Maintain training records, competency tracking, and audit-ready documentation through digital learning platforms.
Create and continuously improve technical content, including Service Manuals, Illustrated Parts Breakdowns (IPBs), Technical Service Bulletins, Standard Operating Procedures (SOPs), and SharePoint knowledge articles and quick-reference guides.
Plan, shoot, and edit instructional videos that translate complex repairs into clear, technician-ready visual guidance.
Curate and enhance digital knowledge platforms (SharePoint, Microsoft 365, AI-enabled support agents, and Copilot tools) so the right answer is always one click away from the field.
Ensure all documentation reflects integrated system interactions across electrical, refrigeration, plumbing, and mechanical components.
Champion compliance with food safety, chemical handling, refrigerant, and HazMat requirements while looking for smarter, digital ways to simplify adherence.
Maintain audit-ready documentation, including Safety Data Sheets, transport verification records, and calibration logs.
Support internal and external audits through process alignment, traceability, and proactive risk identification.
Analyze service trends, failure modes, and parts usage across system types to uncover patterns the team might otherwise miss.
Build and maintain Power BI dashboards, Power Automate workflows, and Microsoft 365 solutions that turn field data into actionable insight.
Apply critical thinking and structured improvement methods (e.g., 5 Whys, DMAIC, Kaizen) to reduce downtime, repeat calls, and waste.
Surface opportunities for automation, AI augmentation, and predictive maintenance to move the team from reactive to proactive service.
Contribute to equipment lifecycle strategy — Grow, Maintain, Sunset, Exit — using both data and field intuition.
Support product transitions, obsolescence planning, and replacement-part validation with a total-cost-of-ownership and sustainability lens.
Provide serviceability, reliability, and design-for-repair input during new equipment introductions and product updates.
Influence component standardization to simplify the field experience and reduce excess and waste.