POSITION SNAPSHOT

• Role: After Sales Lead
• Location: Dubai, UAE
• Company: Nespresso UAE

POSITION SUMMARY

Nespresso UAE is looking to hire an After Sales Lead, who will be responsible for the Technical Operations through the management of the in- house and outsourced technical services. The role will be responsible to drive continuous improvement of our technical operations in line with the Customer Expectations & will govern the technical budget.

 A DAY IN THE LIFE …

• Manage the Outsourced technical Services:

• Ensure sufficient and efficient outsource repair services provided to B2C and B2B customers across the market according to service coverage plan.
• Negotiate added value services from outsource partners to increase customer satisfaction.
• Steer the complete process from pick up registrations to returned repairs: control the KPIs determined by Nespresso for the outsourcer (% successful repairs, on time deliveries, repair delays, spare parts availability, loan machine cleanliness and availability, repair quality…)
• Takes ownership on the end performance of the outsourcer.
• Conduct periodically audit of the suppliers and follow up the action plans. Ensure quality of service and the strict follow up of the standard operating procedures agreed with the outsourcer.
• Conduct training and ensure communication to all outsourcers about technical updates to ensure repair capabilities.

• Influence Customer Satisfaction through continuous improvement of our technical Services:

• Analyze Customer Feedback after repair.
• Ensure gap analyses, decide on improvement actions for the technical services in line with customer expectations.
• Involve concerned departments and outsourcer in the improvement implementation process.
• Improve the technician’s competence by ensuring trainings of technicians according to the training matrix.

• Ensure Management of Spare Part:

• Ensure all repair centers to record the using of all spare parts.
• Ensure a timely review of stock level and conduct stock take to verify the accuracy.
• Set up safety stock and report of stock low products. Ensure spare parts ordering from Machine manufactures.

• Ensure close cooperation with the technicians and after sales suppliers. Define B2B Professional machines maintenance plan for repair centers and support in repair network expansion according to business plan.
• Ensure the final control and reporting within given deadlines of all technical KPIs at Nespresso and outsourcer.
• Ensure close management of Aguila Machine delivery, inspection, installation, maintenance, and repairs to improve customer satisfaction.
• Ensure adherence to company principles, policies and requirements and local laws and regulations including SHE
• Ensure that the technical specifications, knowledge about machines, after sales services and guidelines are applied throughout the whole chain, including external after sales partners.
• Inform HQ About the Local Regulatory Changes
• Conduct Audit in Supply Chain, Support to keep quality related processes and assure that food safety is kept.
• Ensure the flawless implementation of after sales services related Nestle Quality Management System process and safety requirements.
• Manage the after sales related budget, allocate costs in the defined structure, prepare dynamic forecast of expenses, and propose actions to the technical and quality manager in order to stay in line, identify cost savings.
• Create and control of purchase orders for After Sales Services.

What will make you successful…

• Minimum: Degree in technical management or equivalent and/or at least 3 years’ experience in an after-sales service environment
• Project management experience is a must.
• Ability to work with clear deadlines.
• Focused on continuous improvement.
• Team spirit
• Problem identification and solving
• Good analytical skills
• Travel to outsourcer
• Great interest in Nespresso products
• Good command in English