Technical Service Operations Manager

2 weeks ago

Rhodes, New South Wales, Australia Nespresso Full time

We are seeking a passionate Tech Lead to join our Nespresso TQM team based in Rhodes. As a key member of our team, you will play a pivotal role in leading and guiding our Technical Service Partners throughout Australia and New Zealand.

This role holds significant importance in driving technical success, optimizing service operations, and cultivating a culture of excellence in safety, food safety, and service quality. You will empower technicians to overcome machine and process challenges, deliver exceptional service, and contribute to the growth of our business.

Your key responsibilities will include:

  • Technical Leadership: Enhance connectivity with our Technical Service Partners and foster the growth of technical talent through continuous mentoring, training, and coaching initiatives.
  • Compliance and Quality: Ensure adherence to Nestle Nespresso guidelines by Technical Service Partners, ensuring a clear understanding of technical priorities and fostering motivation for collaboration to support our business targets.
  • Performance Monitoring: Assist in setting targets and monitoring the performance of Technical Service Partners. Implementing a structured approach for regular operations reviews with all Service Partners to assess performance, track progress, and provide feedback.
  • Safety and Quality: Collaborate closely with our SHEQ team to establish a safety culture at our Technical Service Partners' locations, driving awareness and improvements in O&HS and food safety.
  • Machine Performance: Plan and conduct annual ASC audits in collaboration with the SHEQ team, ensuring effective follow-up on corrective and improvement actions.
  • Machine Launches: Guide and support new machine launches during field testing and Early Detection & Early Resolution (EDER) phases. Evaluate and provide feedback to the business on machine technical performance and serviceability.

The ideal candidate will have a minimum of 5 years hands-on experience in Technical Workshop & Field Services, including experience managing technicians, preferable in Beverage appliances. Formal on-the-job training around OH&S and food safety is highly regarded.

We offer a competitive remuneration package, including a monthly Nespresso credit, annual bonus incentive program, flexible working arrangements, exceptional training and continuous personal development opportunities, and quarterly staff recognition through our GreatNes awards.

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