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, which distribute and market our products and coffee machines. In addition to Lavazza, the following brands are also part of our Group: 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 and are constantly looking for new talents who share our values and can enrich our team. We combine competitiveness with social and environmental responsibility as we create superior quality products available for consumption both at home and out of home, and distributed through all channels: Retail, Foodservice, Office Coffee Service (OCS), and Vending. Our strong, diversified presence enables us to offer consumers and clients perfectly suited solutions, for any occasion and time of day. 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 closely with sales, distributor partners, customers, and internal stakeholders to deliver equipment training, troubleshoot service issues, improve asset performance, and support the successful rollout of new technical programs. Through data-driven service insights and consistent field execution, the team helps strengthen customer relationships, improve service quality, and enable growth across Away from Home channels. The Technical Service Operations Lead manages the Technical Service Operations team and oversees the back-office processes that support equipment purchasing, customer and asset setup, goods receipts, consignment, service-provider invoicing, and customer relationship management (CRM) activities across North American sales channels. The role leads Technical Service Specialists, owns operational and financial reporting for capital expenditure (CAPEX), service costs, and revenue, and translates findings into recommendations and action plans. This position partners with Technical Service, Sales Operations, Finance, Accounting, and other stakeholders to strengthen controls, resolve issues, and improve service delivery. The role also supports system and process initiatives, including Salesforce readiness, adoption, and ongoing operational improvements. Work location: United States; occasional travel to the New York City or West Chester office Work model: Remote Travel: Less than 10% annually; domestic travel and occasional international travel may be required Job 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 equipmentpurchaseorders, service-provider invoices, goods receipts, coding, and consignment transactions to support accuracy, timeliness, and policy compliance. Direct customer and asset record creation and CRM interface activities, resolving data or process issues that affect downstream operations. Partnerwith 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. Professional 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,monitoringperformance, and supporting development. Experience analyzing operational and financial data,identifyingtrends, 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, andidentifyopportunities to improve processes and service delivery. Advancedproficiencyin Microsoft Excel and workingproficiencyin Microsoft PowerPoint and Outlook. Working knowledge of SAP Finance and Purchasing modules; experience with CRM platforms or Salesforce preferred. Benefits & Perks Competitive Medical, Vision, Dental Benefits 401K Package Employee Assistance Program Hybrid Work Schedule Ability to be barista certified Tuition Reimbursement Performance Development Plans Employee Discounts Summer Friday’s (Memorial Day Weekend – Labor Day Weekend) Flexible business casual dress code - jean friendly! Free coffee, anytime! Lavazza is an equal opportunity employer that is committed to diversity and inclusion in the workplace. Lavazza prohibits discrimination and harassment of any type and affords equal employment opportunities without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.