Sr. Field Technician - Beverage Equipment
Nestlé
- Annapolis Junction, MD
- $75,000-87,000 per year
- Permanent
- Full-time
- Perform onsite customer support, including troubleshooting, repair services, and preventative maintenance on the business-to-business machine line.
- Travel to customer locations, both business-to-business and business-to-consumer, to assess their needs.
- Accurately complete service request forms, ensuring all service data (travel and labor time, parts usage, repair comments, etc.) is included, and submit them for processing.
- Maintain regular communication with team members, parts representatives, dispatchers, and customers to provide updates on service requests.
- Conduct Customer Satisfaction surveys on site.
- Observe customer sites regularly, assess their needs, and communicate them to the account team.
- Continuously learn about all Nespresso machine models, including their designs, functions, dismantling techniques, and repair methods, to become a subject matter expert.
- Provide cross-training and troubleshooting support to Nespresso Service Providers and Distributors as needed.
- Oversee the operation of the local ASC (Authorized Service Center), ensuring proper organization and storage of goods, facility cleanliness, timely stock replenishment, and adherence to safety protocols.
- Receive, distribute, and track deliveries, collect and return customer products to their proper locations, and maintain availability of security systems, internet services, and tools for in-shop work activities.
- Conduct and maintain vehicle maintenance according to Nestle guidelines.
- High School Diploma or GED required.
- Bachelor's degree in a technical field preferred.
- 5+ years of work experience in mechanical, electrical, and HVAC troubleshooting and problem-solving preferred.
- 3+ years of experience in appliance repair required, with a strong preference for experience with espresso machines and similar products.
- Proficiency with Microsoft Office Suite strongly preferred.
- Valid Driver's license required.
- Ability to work independently with minimal supervision.
- Ability to collaborate effectively with both technical and non-technical team members.
- Strongly preferred experience in continuous process improvement.
- Client visits may require upwards of 80% or more of your time.
- This position may require weekend and holiday field service support.
- Occasional travel to meetings or trade shows may be required.
- Perform onsite customer support, including troubleshooting, repair services, and preventative maintenance on the business-to-business machine line.
- Travel to customer locations, both business-to-business and business-to-consumer, to assess their needs.
- Accurately complete service request forms, ensuring all service data (travel and labor time, parts usage, repair comments, etc.) is included, and submit them for processing.
- Maintain regular communication with team members, parts representatives, dispatchers, and customers to provide updates on service requests.
- Conduct Customer Satisfaction surveys on site.
- Observe customer sites regularly, assess their needs, and communicate them to the account team.
- Continuously learn about all Nespresso machine models, including their designs, functions, dismantling techniques, and repair methods, to become a subject matter expert.
- Provide cross-training and troubleshooting support to Nespresso Service Providers and Distributors as needed.
- Oversee the operation of the local ASC (Authorized Service Center), ensuring proper organization and storage of goods, facility cleanliness, timely stock replenishment, and adherence to safety protocols.
- Receive, distribute, and track deliveries, collect and return customer products to their proper locations, and maintain availability of security systems, internet services, and tools for in-shop work activities.
- Conduct and maintain vehicle maintenance according to Nestle guidelines.
- High School Diploma or GED required.
- Bachelor's degree in a technical field preferred.
- 5+ years of work experience in mechanical, electrical, and HVAC troubleshooting and problem-solving preferred.
- 3+ years of experience in appliance repair required, with a strong preference for experience with espresso machines and similar products.
- Proficiency with Microsoft Office Suite strongly preferred.
- Valid Driver's license required.
- Ability to work independently with minimal supervision.
- Ability to collaborate effectively with both technical and non-technical team members.
- Strongly preferred experience in continuous process improvement.
- Client visits may require upwards of 80% or more of your time.
- This position may require weekend and holiday field service support.
- Occasional travel to meetings or trade shows may be required.