After Sales / TQM Manager

The role of the After-Sales Manager is to manage the maintenance and service quality on business to consumer (B2C) and business to business (B2B) coffee equipment and related products for the Nespresso division. In this position you will work with multiple cross-functional departments (Customers Service Center, B2C commercial team, B2B commercial team, and Supply Chain) and external businesses like third parties in order to propose best in class solutions and achieve high level of customers satisfaction.

A Day in the Life:

• Serve as a leader in the After Sales Centre (ASC) from set up to assure the implementation and follow up of all the Internal processes and procedures to meet customer’s expectations.
• Ensure repairs and maintenance in the field, and/or organize transportation of machines, exchanges, repairs, managing Spare Parts from importation, usage, until end-of-life, managing stock of loaners machines, supplier orders and all necessary materials and tools to dispatch, repair or maintain the national park of machines B2C and B2B.
• Ensure the After Sales Program is operating efficiently and without service interruptions; manage machine pickups, interventions in the field, follow ups dispatches, understand unrepairable cases in the field or inside repair centers, provide loaners if is the case and manage to decrease the downtime of all machines.
• Review identify problems and provide solutions within the After Sales Program.