TQM Technical Specialist

The TQM Specialist supports the TQM Technical Officer in implementing and monitoring Quality, Safety and Health, and Sustainability initiatives within After Sales Operations. This role ensures the smooth execution of technical services, spare parts management, and technician performance, while contributing to continuous improvement and customer satisfaction.

1. Technical Service Support

• Oversee the scheduling of technical service provider (pick up and delivery, onsite visit).
• Coordinate with technical provider on technical service update (pick up and delivery, onsite visit) inorder to provide update to CRC. Participate on daily huddles and reporting.

2. Spare Parts Management

• Assist in ordering of spare parts by reviewing the parts to be ordered by DP.
• Prepare monthly spare parts consumption reports.
• Ensure that spareparts removed from cannibalized machine are returned to inventory if not consume from repair.
• Maintain a file to properly tracked of machines cannibalized with corresponding action items and remarks.

3. Technician Support

• Monitor technician's attendance Create and update technical training modules.
• Create technician's training matrix.

3. After Sales and Quality Management

• Conducts annual quality, safety and health audit to PVC tech team Ensure that audit findings have corresponding corrective and preventive action, verified and closed.
• Periodic review of after sales services related to Nestle QMS process and safety requirements.

4. Data Analysis and Reporting

• Compile and update ASC KPIs, weekly, and monthly reports.
• Maintain technical documents.

5. Continuous Improvement and Customer Feedback

• Supports the cost analysis of spareparts
• Conducts root cause analysis and action plan development for technical issues.
• Assist in implementing systems based on customer feedback to enhance service quality.

6. Training and Communication

• Assist in conducting induction and refresher training sessions to technicians.
• Conduct machine basic troubleshooting training.
• Support technical communications and updates across relevant teams.

7. Compliance and Support

• Ensure all tasks adhere to company policies, standards, and SHE (Safety, Health, and Environment) requirements.
• Provide clerical and administrative support to the TQM department’s initiatives and programs.
• Ensuring that aftersales operations follows Nespresso standard such as manpower, SLA, KPIs and aftersales center.

8. Documentation

• Ensure that all files (hardcopy and softcopy) are kept according to its retention period.
• Drafting, creation and ensuring that all agreements issued to service provider are current and relevant Drafting, creation and ensuring that all policies and procedures related to aftersales are current and relevant.
• Conducts alignment meeting and cascade on new memos, polices and procedures.
• To properly document memo and cascade pertaining to ASC are shared to service partners and internal departments in a timely manner.

9. Verification of Defective Product from Incoming Shipments, machines from replacement (within 7-days) and Trade-In machines

• To check and verify products tagged as defective by warehouse and ensure proper disposition is created.
• To issue Non-Conforming Reports on defective machines as reported by warehouse.
• Ensure that it has coresponding corrective and preventive action, verified and closed.
• Recommend that machines replaced within 7-days are converted to demo/service unit.
• Endorsement of machines checked and repaired to SCM to properly store and to include in the Demo Unit pool.

10. Vendor Management

• Coordination with 3rd party service provider for warehouse, logistics and technical partners.
• Provide proper training to technical partners on how to properly conduct pick-up, delivery, repair and basic customer facing function.
• Provide proper training to warehouse and logistic partners on how to properly conduct pick-up, delivery and basic customer facing function.
• Review and assess the productivity, reporting and invoice validation Conduct monthly meeting and coaching with service provider.
• To continuously sourced-out of possible engagement to new service provider.

11. Demo and Service Unit Management

• Ensure that service unit are properly monitored and tracked Ensure that service unit are all in good working condition, cleaned, descaled and properly maintained.
• Ensure that demo and service unit repair concerns are properly handled.
• Escalate to TQM Officer/Supervisor for disposition of internal tickets (condition of machine, cost of repair and infestation)