[Nespresso] Technical Specialist

Direct Report to
- Technical Manager

Title
- Technical Specialist
 
Main Purpose of Job
- Provide full technical support in machine related consumer/customer services to ensure the business continuity and satisfaction of our product and service.
Make sure to keep the quality of machines stable and consistent by continuous monitoring of complaints and issues and react accordingly based on clear root-cause identification.
 
Job Description

ASC (After-Sales Service Center) Operations in B2B/B2C category:

- Routine operations: KPI management, observe daily capabilities and flexible allocation.

- Purchase order management (ASC, Supplier etc.).

- Risk factor assessment and prevention actions

- Provide qualified service in accordance with Nespresso service standard.

Customer Satisfaction:

- Analyze customer voice and establish mitigation plan against various customer needs or requests.

- Engage a whole journey of repair process and find the external customer after-sales expectations.

- Continuously monitor and put actions in place to reduce the after-sales service complaints.

- Specifically enhance after-sales programs.

A/S Related Program Operations:

- Routine operations

- Evaluate the performance of ASC and enhance the program by regular (or irregular) monitoring.

- Enhance ASC capacity and quality to run existing and future program.

Spare Parts Management:

- Manage spare parts purchase order and direct communication to supplier.

- Maintain spare parts availability and forecast based on the latest consumption.

- Safety stock management for the spare parts to prevent OOS(Out Of Stock).

- Inventory management for the spare parts under both consignment and buy-and-sell structure.

Technical Support:

- Quality management of the machines.

- Troubleshooting support by sharing technical guidance to related functions.

- Data analysis and publish technical report.

Job Requirements
Academic Experience:
- University/Technical graduate or equivalent (preferred Mechanical/ Electronic/ Industrial Engineering but not mandatory)
- Business English 
 
Business Experience:
- 3~10 years experience in the field of machine repair operations
- Experience in the field of coffee machine/kitchen appliance is a plus
- Familiar with MS office (Excel, Outlook)
- Strong negotiation and influencing skill
 
License & Qualification:
- Driver license
- Another certification Quality management-related is a plus

1. 전형방법
2. 1차 서류전형
   2차 면접전형
3. 3차 면접전형
4. 
   
5. 제출서류
6. 국,영문이력서 (각종 증빙서류는 서류전형합격자에 한해 추후제출)
7. 이메일 제출 Recruiting.Korea@nespresso.com