Position Snapshot
- Nespresso Italy, Milan
- Permanent Contract
- At least 5 years of experience in technical field, customer service or technical service management, particularly with B2B coffee machines or similar equipment
- Experience in managing technical teams with the ability to coordinate, motivate and lead staff to ensure high performance and service quality
- Fluent Italian and English
- Drive license: B
Position Summary
We are seeking a highly skilled and motivated Technical Manager to join our dynamic Supply Chain & Technical team. You will be responsible for establishing best-in-class after-sales service and enhancing customer quality through valuable processes.
In this role, you will manage a team of technicians and ensure the successful implementation of innovative solutions. A strong technical background, excellent leadership skills, and effective communication with both technical and non-technical stakeholders are essential.
You will engage directly with customers, service partners, and internal stakeholders, playing a crucial role in delivering high-quality services efficiently and proactively.
A day in the life of Technical Manager B2B
- Drive performance of a Team of Technician ensuring efficient and professional maintenance and service activities for on-site and field technicians.
- Supervise the After Sales Centers activities and mentor technicians, providing guidance and support to enhance their technical skills and ensure the best service to customers
- Collaborate with the After Sales team ensuring excellence in the E2E After Sales Service
- Support Machine Product Manager on the product Launch following technical aspect of training and Machines functionalities
- Be Leader on Q-SHE on site
- Provide Technical training for Customer and Sales identifying their business needs and training requirements.
- Define and prioritize preventive and corrective machines maintenance, prioritizing the requests based on contractual agreements or opportunities in collaboration with the Sales team
- Provide input to Service Strategy for all Technical After Sales Program
- Be the Technical Point of contact for HQ in machine management
- Build a strong team where team members collaborate effectively and understand their shared goals and purpose, leading by example in terms of leadership behaviours and safety mindset
- Set individual performance goals that provide a clear line of sight to organizational priorities and monitor progress towards achievement of goals
- Build the Nespresso culture by promoting and supporting a happy, healthy and safe working environment that encourages teamwork, ambition and a high level of professionalism
What will make you successful
- University Degree in Engineering or other technical/ mechanics degrees
- Strong analytical skills, hands-on and problem-solving mentality
- Excellent communication and relationship-building skills to interact effectively with clients
- Willingness and interest in staying updated on new technologies and maintenance methodologies related to coffee machines to ensure the team remains at the forefront
- Familiarity with Coffee machines and related technologies is a plus
