Technical and Quality Manager

We are currently recruiting for an experienced Technical and Quality Manager (TQM) to join our Nespresso team in Randburg.

At Nespresso we believe that our people are the key to our success. Joining Nespresso means embarking on a unique adventure within a growing, innovative company.

**The purpose of the job is**
- To take overall responsibility for After-Sales and Quality Management functions for the Nespresso Division
- To ensure key competitive advantages via Nespresso’s offerings of Great Machines and Best Service, with the main focus on After-Sales Service, for B2B and B2C and making inputs for continuous improvement
- Be the Technical Expert based in the market and act as a vital link between the Consumer Market and the Technical Department.

**Main Responsibilities**
- Strategic_
- Achieve defined business objectives with a focus on machine and service level improvements to ensure competitive advantage
- Manage all technical activities (B2B and B2C) in the market
- Take responsibility for the Technical Budget based on business/technical needs
- Manage and drive all key technical reports and reporting
- Implement Quality Management systems and ensure that KPIs are on track and reported adequately
- Manage the Company’s Recycling programs
- Operational_

**_Technical / Machines / Coffee / Accessories_**
- Plan and implement technical training
- Ongoing development and testing of technical knowledge among all staff
- Ensure compliance of all products with local regulatory requirements, especially the obtaining and renewal of NRCS LOAs
- Manage and co-ordinate all issues relating to compliance of machines, coffee and accessories
- Manage and communicate to the relevant people all technical information, especially machine modifications/ improvements and Club communication about Quality issues
- Implement and support incident and crisis management (machines, coffee and accessories)
- Implement and monitor product traceability exercises
- _Customer Relations_
- Design appropriate solutions for improvement of existing After Sales Service procedures to meet customer expectations
- Manage after sales service offerings
- In liaison with relevant managers conduct periodic technical assessments in line with Nespresso guidelines
- Implement improvements based on the technical assessment / consumer feedback and corporate guidelines to ensure Best in Class Service
- Participate in and contribute toward Consumer Surveys / responding to Consumer Complaints where they relate to machines and product quality
- Quality and Food Safety_
- Co-ordinate Quality and Food Safety related Audits (boutiques and warehouses) and follow through on the implementation of action plans / recommendations
- Lead project to ensure Quality awareness throughout the organization
- Organize and monitor gap analysis audits and assessments and draw action plans for implementation or improvement
- Create hygiene and safety awareness on the work floor and in boutiques through training
- Environment_
- Ensure that labeling information is compliant with local legislation
- Management of local capsule recycling program
- Manage recycling of Electronic waste, Paper and other packaging
- Create awareness about Nespresso’s green initiatives
- Implement and align the business to IS0 14001:2015 standard
- Health & Safety_
- Implement and maintain a health and safety system in line with Nespresso standards
- Undertake risk assessment of local operations and implement the necessary steps to ensure compliance and improvement
- Ensure compliance to the Occupational health and safety Act 85 of 1993
- Implement and align the business to ISO 45001:2018 standard

**Requirements / qualifications**:

- At least 4+ years working experience in TQM
- Samtrac or equivalent qualification
- ISO 14001/45000 implementation certificate

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**Job Types**: Full-time, Permanent

Ability to commute/relocate:

- Randburg, Gauteng: Reliably commute or planning to relocate before starting work (preferred)

**Education**:

- High School (matric) (required)

**Experience**:

- TQM: 3 years (preferred)