Technical Services Operations Lead

About the Group

From a small store in Turin to a large, internationally recognized group, we are present in 90 countries around the world, with over 5,000 employees and 30 companies, managed directly and indirectly by the Luigi Lavazza Spa parent company. We distribute and market our products and coffee machines under brands including Lavazza, Carte Noire, Merrild, Kicking Horse, Eraclea, and Whittington tea. Joining Lavazza means doing business with passion, knowing that the impact of our work goes beyond the quality of the production chain. We are a big family constantly seeking new talents who share our values and can enrich our team. We combine competitiveness with social and environmental responsibility, creating superior quality products for both home and out-of-home consumption, distributed through Retail, Foodservice, Office Coffee Service (OCS), and Vending channels.

Job Overview

The Technical Services team at Lavazza North America supports commercial growth and customer satisfaction by ensuring coffee equipment, service programs, and distributor technical operations perform reliably across the field. The team partners with sales, distributor partners, customers, and internal stakeholders to deliver equipment training, troubleshoot service issues, improve asset performance, and support new technical program rollouts. Through data-driven insights and consistent field execution, the team strengthens customer relationships, improves service quality, and enables growth across Away from Home channels.

Responsibilities

• Lead, coach, and manage the Technical Service Operations team, including performance expectations, workload priorities, development, and accountability.
• Analyze operational and financial performance across sales channels, including CAPEX investment, technical service costs, and revenue generation, and develop action plans from identified trends.
• Develop, maintain, and present recurring reports and ad hoc analyses for internal stakeholders and leadership, with clear recommendations and follow-up actions.
• Oversee third-party equipment purchase orders, service-provider invoices, goods receipts, coding, and consignment transactions to ensure accuracy, timeliness, and policy compliance.
• Direct customer and asset record creation and CRM interface activities, resolving data or process issues affecting downstream operations.
• Partner with Technical Service, Sales Operations, Finance, Accounting, and other teams to improve workflows, strengthen controls, and support business priorities.
• Support Salesforce and other system or process initiatives by assessing operational impacts, preparing the team for change, and monitoring adoption.

Qualifications

• Bachelor’s degree in Business Administration, Finance, Accounting, Operations Management, or a related field; or equivalent professional experience.
• 3–5 years of experience in accounts payable, general accounting, technical service operations, sales operations, or a related business operations function.
• Experience leading, coaching, or supervising employees, including assigning work, monitoring performance, and supporting development.
• Experience analyzing operational and financial data, identifying trends, and presenting recommendations to business stakeholders.
• Experience managing purchase orders, invoices, goods receipts, consignment, customer records, asset records, or comparable transaction-based processes.
• Customer-focused mindset with the ability to support internal and external stakeholders, address service concerns, and identify opportunities to improve processes and service delivery.
• Advanced proficiency in Microsoft Excel and working proficiency in Microsoft PowerPoint and Outlook.
• Working knowledge of SAP Finance and Purchasing modules; experience with CRM platforms or Salesforce preferred.

Benefits

• Competitive Medical, Vision, Dental Benefits
• 401K Package
• Employee Assistance Program
• Hybrid Work Schedule
• Tuition Reimbursement
• Performance Development Plans
• Employee Discounts
• Summer Fridays (Memorial Day Weekend – Labor Day Weekend)
• Flexible business casual dress code (jean-friendly)
• Free coffee, anytime!

Work Location: United States; occasional travel to the New York City or West Chester office. Work Model: Remote. Travel: Less than 10% annually; domestic and occasional international travel may be required.