Technical Services Specialist

  • Honey Ln, Maidenhead SL6, UK
  • Full-time

Company Description

We believe amazing things can happen over a cup of coffee.

Everyone’s coffee experience is unique – that’s why we bring this flavour into our careers. We keep our care and guidance individual to you. We celebrate achievements and support one another in a workplace that’s committed to doing the right thing – all across the world.

Our goal is simple but ambitious. Jacobs Douwe Egberts: a coffee for every cup.

JDE is a €5 billion global business retaining a start-up feel and containing some of the leading brands in Coffee and Tea – Kenco, L’OR, Tassimo and Douwe Egberts to name a few.

The UK represents a top 5 global market for JDE and continues to be a growth engine for the category, driving premiumisation by leading the single-serve partition with the Tassimo brand and premiumising the instant coffee segment through Kenco, L’OR and the Douwe Egberts brands.

Working with us is an exciting opportunity to make a difference in the world’s largest pure play coffee company.

Job Description

Commercially Jacobs Douwe Egberts is divided into two business units, Retail and Professional. This role sits within our professional business which is aligned with ‘on the go’ consumption of our brands including customer such as offices, hotel groups, pubs and bars, health and care, wholesalers and contract catering. Professional makes up approximately 25% of the UK&I business.

The Operations department in Professional is responsible for the end-to-end execution of all commercial deals with our customers. This includes the Order to Cash process (e.g. order planning, invoicing, complaint resolution, and implementation management), Field Services (installation, movement, de-installation of machines, repairs and maintenance. and Quality Management (optimize performance quality through quality monitoring, continuous improvement, quality control – both ongoing and accelerated through programs).

In order to be successful, the Operation organization needs to collaborate closely with key internal stakeholders (Sales, Finance, Supply Chain, Marketing) and have an in-depth understanding of relevant customer needs and expectations.

The successful applicant will be joining a company of coffee enthusiasts who are passionate about delivering great quality coffee and pursuing their vision of a coffee for every cup. This passion drives JDE’s ambition to become the world’s number 1 coffee company.

The Technical Service Specialist Professional reports to the Operations Manager Professional. The Technical Service Specialist Professional manages outsourced / third party technical service and is responsible for the effective technical management of the active machine park in the local country.

Responsibilities include;

Supporting third party partners in the set-up and development of their Field Services organization with respect to the implementation and use of KPI's and service tools

Providing consultation to third parties regarding field service job profiles and skills/experience required to service JDE.

Monitoring and advising on service cost and performance, safeguarding JDE quality standards

Coaching and providing machine insight / technical training / field support on a wide range of coffee machines, Bean to Cup, Coffee station, Instant, Liquid, (and certification where relevant)

Rolling out of new JDE procedures, processes and training related to the machine park Audit third party technician’s adherence to JDE’s processes and the roll out of new procedures and training

Negotiating and managing local machines providers with support and full visibility to International Technical Team.

Regularly liaises with sales team to understand customer needs and make joint recommendations for service-related improvements / opportunities

Optimizes local machine park and delivers related AOP targets.

Support Sales and Marketing with agreed customer meetings, shows and Exhibitions

Project related work as required

Qualifications

  • Degree educated, or equivalent with technical specialization

  • Business acumen combined with an entrepreneurial approach; ability to identify and act upon business opportunities

  • Proficiency in using MS Office and especially Excel

  • Excellent communication skills

  • Strong influencing and coaching skills

    Must have:

  • Solid experience in third party technical management;

  • Experience in working in a technical environment;

  • Excellent technical skills;

  • Experience in developing and delivering technical training

Additional Information

What’s it like to work at JACOBS DOUWE EGBERTS?

We are proud of our passionate and driven associates who challenge the status quo and pursue mastery in everything they do. Our goal is simple and ambitious – JACOBS DOUWE EGBERTS: A coffee for every cup

Working with us means you’ll be making an impact in a fast-paced, collaborative environment. We work as a team, celebrating success and support one another. Our associates work with a diverse group of like-minded people in an innovative environment committed to doing the right thing across the globe. Your achievements here will get noticed.

Jacobs Douwe Egberts is a global coffee & tea company, serving consumers in more than 80 countries through iconic brands including: JACOBS, TASSIMO, MOCCONA, SENSEO, L'OR, DOUWE EGBERTS, KENCO, PILAO and GEVALIA