Technical Services Operations Lead

Lavazza North America Inc; United States; Hybrid; USD 110,000 - 160,000; Full time

Benefits offered by this job

401K Package

Employee Assistance Program

Hybrid Work Schedule

Tuition Reimbursement

Performance Development Plans

Employee Discounts

Flexible business casual dress code -

Free coffee, anytime!

Job summary

Lavazza North America Inc. is seeking a Technical Services Operations Lead to oversee the back-office functions, CAPEX reporting, and CRM activities across North American channels.

You will lead the Technical Service Operations team, driving improvements in service delivery and operational controls while coordinating with Sales, Finance, and Accounting. The ideal candidate will have 3–5 years in related operations, strong Excel expertise, and experience with CRM/SAP systems.

Qualifications

• Bachelor’s degree in Business Administration, Finance, Accounting, Operations Management, or related field; or equivalent professional experience.
• 3–5 years of experience in accounts payable, general accounting, technical service operations, sales operations, or 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 similar 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.

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 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.
• 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.

Skills

Accounts payable

Financial analysis

Team leadership

CRM (Salesforce)

SAP Finance

Excel

CAPEX reporting

Problem solving

Education

Bachelor's degree or equivalent

Tools

Salesforce

PowerPoint

Outlook

Job description

If you are unable to complete this application due to a disability, contact this employer to ask for an accommodation or an alternative application process.

Technical Services Operations Lead

US

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

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.
• 401K Package
• Employee Assistance Program
• Hybrid Work Schedule
• Ability to be barista certified
• Tuition Reimbursement
• Performance Development Plans
• Employee Discounts
• 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.