Technical Service B2B Supervisor

**Position Snapshot**
- Nespresso Italy, Milan (Assago)
- Permanent Contract
- At least 3 years of experience in technical maintenance, customer service, or service management, particularly with B2B coffee machines or similar equipment
- Experience in managing technical teams
- A diploma or degree in engineering, technology, mechanics, or a related field is essential, or an equivalent combination of education and experience
- Fluent Italian and English
- Drive license: B
**Position Summary**
In this role you will support and contribute to ensure the best in class after sales service.
You'll be able to put in place outstanding service solutions and to boost quality for our customers by creating valuable processes.
You will be in direct contact with customers, service partners and internal stakeholders, play the crucial role in ensuring high quality services to our customers efficiently, optimally and proactively.
**A day in the life of a Technical Service Support Coordinator**
- Manage interventions in the field in the North of Italy;
- Coordinate activities and resources, providing technical support to resolve complex issues and ensuring that maintenance and service activities are carried out efficiently and professionally
- Establish and manage relationships with clients, ensuring their needs are met and timely, high-quality solutions are provided;
- Engage in customer facing interactions with clients to gather feedback, address concerns, and ensure a high level of customer satisfaction and fostering long-term relationships;
- Plan preventive and corrective maintenance activities to ensure the optimal functioning of the solution, prioritizing the requests based on contractual agreements or opportunities in collaboration with the Sales team;
- Handle resources, including materials, tools, and suppliers, necessary to perform service activities efficiently and in compliance with safety standards;
- Provide ongoing training and support to internal technicians to ensure they stay up to date with new technologies and maintenance methodologies;
- Be part of the efforts to put together technical training materials - like servicing, how-to, product descriptions and more
- Implement KPIs to measure team performance, in cooperation with the After Sales team;
- Keep compliance with instructions, procedures and quality requirements;
- Provide relevant customer and market feedback for continuous product enhancements
- Travel time approx.
60%-70%
**What Will Make You Successful**
- Technical Education: a diploma or degree in engineering, technology, mechanics, or a related field is essential, or an equivalent combination of education and experience.
- Practical Experience: At least a few years of experience in technical maintenance, customer service, or service management, particularly with B2B coffee machines or similar equipment.
Direct experience with the specific systems and technologies used in the coffee industry is highly valued.
- Familiarity with Coffee Equipment: A minimum level of familiarity with coffee machines and related technologies, ensuring that the individual can effectively troubleshoot and maintain these systems.
- Experience in managing technical teams, with the ability to coordinate, motivate, and lead staff to ensure high performance and quality service.
- Excellent communication and relationship-building skills to interact effectively with clients and build strong relationships in the coffee market.
- Hands-on, problem-solving mentality: the ability to analyze and resolve complex issues related to coffee machines quickly and effectively, maintaining a customer-oriented approach.
- Willingness and interest in staying updated on new technologies and maintenance methodologies related to coffee machines to ensure the team remains at the forefront.
- Structured and organized attitude
- We are Nestlé.
We are the Good food, Good life company._
- Good food, Good life is our promise, it is a daily commitment.
It is only thanks to our people that we can make a difference and realize this belief: we call them Good People._
- At Nestlé, we believe that recognition, inclusion and valorization of diversity can make us grow both as individuals and as a company.
This is why we promote a work environment, a business culture and a leadership model that guarantee equal opportunities for everyone and at all organizational levels.
We believe diversity is a winning factor and we always encourage our people to share ideas and collaborate._
- Here at Nestlé you will also be able to be part of the Emotional Communities, groups of colleagues of different functions and seniorities who come together with the aim of spreading a corporate culture that allows everyone to freely express their passions and identities.
LGBT +, Gender Balance, Young, Disability, Volunteering, Green, Multiculturalism are just some of the communities that you can be part of._
- Diversity is a fact, inclusion is a choice and we have chosen to be