Nestlé Nespresso S.A. is the market leader in premium portioned coffee and one of the fastest growing operating businesses of the Nestlé Group.
OF THE JOB:
Implement global/regional strategies in the area of Technical, Quality, environment and Safety Management to achieve our business goals in the market. To ensure our key competitive advantages via great machines (inputs to continuous improvement) and Best Service (with a main focus on After-Sales Service) for B2B and B2C.Be the Key Technical expert based in the market and act as a vital link between the Consumer-Market and Technical Department at the Head Quarters.
Achieve the defined business objectives with a focus on machines and service level improvements to ensure our competitive advantage.
Management of all technical activities (B2B & B2C) in the Markets in relation with the Head Quarters Technical Department.
Responsible for the Technical and Quality Management Budget (CAPEX and OP) based upon business/technical needs.
Manage and drive all key technical reports / reporting.
Liaise with Nestle in the Region/Markets to leverage the Custodian role of Nestlé in the markets.
Technical / Machines / Coffee / Accessories
Perform technical analysis of machines or system/issues (coffee machine and capsule) at the After Sales Center, Club, Boutique, Sales, etc. Report through KPIs-Nessoft (when available) and provide direct feed back to HQ technical department for continuous improvement purposes.
Ensure technical training within all departments of the Market(s) (Club, Customer Service and Coffee Specialists, Boutique, Sales Promoters …) and with After Sales Centers with a “Train the Trainer” concept.
Verify that all products are compliant to local regulatory requirements.
Manage and coordinate with the HQ, Market and Machine Partners all issues related to full compliance of our machines, coffee and accessories.
Manage all technical information to all partners and in specially machine modifications / improvements and club communication about quality issues.
Implement and support incident and crisis management (coffee, machine and accessories).
Manage assistance service of the market.
Conduct periodic Technical Assessment for the Club and After Sales Centers in line with Head Quarters guidelines.
Implement improvements based on the Technical Assessment / Consumer feedback and corporate guidelines to ensure Best in Class Service.
Negotiate with Market based Machine Partners about repair procedure and what is covered under warranty.
Participate and contribute toward Consumer Surveys / responding to Consumer Complaints where it relates to our Machines and Product Quality.
Ensure the implementation of all Food Safety and all relevant elements of the Nestlé Quality System in the market to ensure all aspects of our operations are in compliance.
Coordinate Quality and Food Safety related Audits (boutiques, warehouses & food suppliers) and follow through on the implementation of action plans/recommendations.
Verify that labeling information on recycling (text and picot gram) is compliant to local legislation.
Investigate and implement local recycling of used capsules and packaging.
Undertake risk assessment of local operations (warehouse, boutique, offices, etc.).
Ensure the implementation of all Safety and all relevant elements of the Nestlé Safety System in the market to ensure all aspects of our operations are in compliance.
Coordinate audits and exercises.
Strive for 0 accidents and implement Behaviour Based Safety Program (report any accidents to Nestle).
Key Performance Indicators:
Achievement versus budget/OP
Return Rate of machines (Machine quality/reliability)
Technical training performed for each employee within the Market(s)
Customer Service Levels and targets defined from time to time to achieve both the short / long term objectives.
Quality and safety KPI’s
Other market / regional performance indicator upon request possible
Bachelor’s degree in Engineering (with broad experience in mechanics, hydraulics and electronics)
Excellent Knowledge of Quality Management Systems
Perfectly bilingual in French and English (verbal and written)
Minimum 5 years of commercial experience in after Sales Service, knowledge and application of Quality Management Systems.
5+ years of previous related experience in a similar role