Senior Field Service Technician

POSITION SUMMARY

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 Torrance, CA territory & surrounding area.

B2B Onsite Customer Support

• Installation and Maintenance: Perform installation, troubleshooting, repair services, and preventative maintenance on B2B machine line
• Customer Site Visits: Travel to B2C/B2B customer locations to provide services and assess customer needs
• Field Services: Provide field services as needed, including weekends and holidays, based on shift requirements

Service Requests

• Service Request Management: Accurately complete and submit service request forms with detailed data (travel, labor, parts, comments)
• Team Communication: Regularly update team members, parts representatives, dispatchers, and customers on service request statuses
• Maintenance and Repairs: Perform routine maintenance and repairs on Nespresso B2B machines to ensure optimal functionality
• Technical Troubleshooting: Troubleshoot technical issues remotely and on-site, providing timely solutions to minimize client downtime
• Client Training: Conduct thorough training sessions for clients on machine operation, maintenance, and troubleshooting
• Inventory Management: Manage and maintain an inventory of spare parts for efficient repairs
• Service Documentation: Document all service activities, including maintenance schedules, repairs, and client interactions
• Customer Communication: Effectively communicate with clients and internal teams to address concerns and ensure satisfaction
• Health and Safety Compliance: Adhere to health and safety protocols during service visits and maintain a clean work environment
• Service Coordination: Coordinate and schedule service visits, considering travel logistics for timely responses
• Market Travel: Travel to other markets for overflow support, covering PTO, and participating in special projects
• Hands‑On Training: Deliver on‑site training to customers, demonstrating proper usage, maintenance, and cleaning of coffee machines
• Technical Expertise: Utilize in-depth coffee machine knowledge to diagnose and resolve complex technical issues
• Record Keeping: Maintain accurate records of service calls and generate detailed reports to improve service quality
• Customer Satisfaction Surveys: Conduct on-site customer satisfaction surveys

Training & Assessments

• Customer Engagement: Regularly observe customer sites to assess and communicate needs to the account team
• Continuous Improvement: Continuously learn designs, functions, dismantling techniques, and repair methods for all Nespresso machine models
• Cross‑Training Support: Provide cross‑training and troubleshooting assistance to Nespresso Service Providers and Distributors as needed

• Education: High School Diploma or GED required;
  Bachelor’s degree in a technical field preferred
• Technical
  
  Skills:
  
  Strong knowledge of Microsoft Office Suite
• Experience: 3+ years in troubleshooting, problem‑solving, and appliance repair, with a preferred focus on espresso machines
• Licensing: Valid driver’s license required
• Independence: Ability to work independently with minimal supervision
• Collaboration: Works effectively with both technical and non‑technical team members
• Process Improvement: Experience in continuous process improvement desired
• Travel Requirements: Willingness to travel to customer sites 80% of the time, including potential travel outside the area 30%
• Safety Commitment: Adheres to safety protocols to ensure the safety of the service team and clients
• Technical Proficiency: Basic computer and data equipment skills required
• Flexibility: Available for on‑call shifts, weekends, and holidays

• Collaborative Support: Works effectively with colleagues, sales teams, and departments to support clients
• Clear Communication: Communicates technical information clearly and professionally, both verbally and in writing
• Organizational
  
  Skills:
  
  Prioritizes service requests and allocates resources to meet…