After-Sales Technical Manager

Job title: After-Sales Technical ManagerHybridA little bit about usNestlé Nespresso SA is the pioneer and reference for highest-quality portioned coffee. The company works with more than 120,000 farmers in 15 countries through its AAA Sustainable Quality Program to embed sustainability practices on farms and the surrounding landscapes.In 2022, Nespresso has achieved B Corp certification - joining an international movement of 4,900 purpose-led businesses that meet B Corp’s high standards of social and environmental responsibility and transparency.What to Expect:The After-Sales Technical Manager will be responsible to manage the After Sales Service Program including Service quality on business to consumer (B2C) and business to business (B2B) coffee equipment and related products for the Nespresso Canada commercial division.A day in the life:Implements and Manages the After sales Program (ASP) for machines, exchanges, repairs, managing Spare Parts from importation, usage, until end-of-life, managing stock of loaners machines, supplier orders and all necessary materials and tools to dispatch, repair or maintain the national pool of machines B2C and B2B.Ensure the After Sales Service Program is operating efficiently and without service interruptions; manage machine pickups, interventions in the field, follow ups dispatches, understand unrepairable cases in the field or inside repair centers, provide loaners if is the case and manage to decrease the downtime of all machines.Ensures market knowledge for designs, functions, dismantling techniques, and repair methods of all Nespresso machine models, in order to organize trainings for Canada After Sales Program.Manage Technical projects impacting After sales Program and New Product developments such as Homologation processes, Product Payment systems, software systems inside After-Sales Program, improvements opportunities with providers.Qualify, recruit, and manage new Service Agents (Certified Service Providers) and direct technician-s in Canada on product services and procedure protocols Manage Contracts and relationship with Service Partners.Work With procurement / sourcing for to manage vendor sourcing exercises / ensure contractual terms are current and managed.Act as technical correspondent between the Nespresso Canada, Nespresso Head Quarter and Machine Partners, organize Monthly or quarterly technical meetings reviews in order to discuss developments and improvements.Forecast, monitor and report department growth and spending on services and goods. Identify growth patterns, calculate and assess budget requirements and capture emerging product reliability and service level issues.Review and identify areas of improvement within the After Sales Program, including pick-ups, loan machines, shipping boxes, spare parts, exchanges. Implement solutions to improve services and products as part of the end-to-end aftersales service initiative that he/she is leading.Key contact for Operational controls for Quality, and Compliance issues: Ensures vendors / process are prepared to meet corporate and Customer requirements, on time as per deadlines.Attract and retain talent, develop the personal effectiveness of employees by regular coaching and implementation of learning activities.Build a strong team where team members collaborate effectively and understand their shared goals and purpose.Role RequirementsBilingualism in English and French language skills are a requirement.Bachelor’s degree required; Degree in Engineering, Logistics or Supply chain preferred.5-7 years of experience managing a national level technical service / after Sales program required.5+ years of experience in direct people management required in supply chain, logistic or warehouse.Has managed key Supplier relationships / contracts and performance.Proven track record in delivering results by working with cross-functional teams.Demonstrated capability to lead projects and change management.Demonstrated management capability including ability to lead, coach, engage and influence.Knowledge of Windows software (Microsoft Word, Excel, PowerPoint).Flexibility to Travel as needed within Canada (10%).What you need to knowWe will be considering applicants as they apply, so please don’t delay in submitting your application.Nestlé Canada is an equal-opportunity employer committed to diversity, equity, inclusion, and accessibility. We welcome qualified applicants to bring their diverse and unique experiences as a result of their education, perspectives, culture, ethnicity, race, sex, gender identity and expression, nation of origin, age, languages spoken, veteran’s status, colour, religion, disability, sexual orientation and beliefs.If you are selected to participate in the recruitment process, please inform Human Resources of any accommodations you may require. Nestlé will work with you in an effort to ensure that you are able to fully participate in the process. #J-18808-Ljbffr