Senior Field Service Technician

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. 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 are 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!

The role of the Senior Field Service Technician is to assist in developing and maintaining Nespresso Business Solutions (NBS) in Office, Hotel, Restaurant and or B2C client  field technician provides onsite installation, maintenance and repair services on all of B2C and B2B commercial machine models. This position supports the Newark, CA territory & surrounding area.

• 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.
• Remotely and on‑site troubleshoot technical issues, 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.

• 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.

• Works effectively with colleagues, sales teams, and departments to support clients.
• Comm…