Consultant, Senior Technical Advisor

Our vision is to craft the brands and choice of drinks that people love, to refresh them in body & spirit.  Our customers are important to us, and we want to help create value whether they are big corporate or local businesses. The Senior Technical Advisor position maximizes the value that myCoketech creates with Coca-Cola customers and field service technicians by eliminating service calls. This job provides efficient technical direction/resolution for fountain dispensers, vending and coolers over the phone, field service technician support, parts order processing for customers, and general phone inquiries of a technical nature. Additionally, the Senior Technical Advisor exists to minimize customer downtime and reduce service costs, providing support 365 days per year, 24 hours per day.

 
REMOTE TELEWORK: High-Speed Internet service is required and an isolated environment within your home that removes all distractions and provides the professional experience for our customers is expected. Ability to work on a laptop in a virtual environment, being self-driven and self-motivated by retaining two weeks of systems training, process training, and the ability to work virtually. 

 
What You’ll Do for Us 

• Troubleshoot equipment issues (e.g., Freestyle; ice-combo; drop-in; counter-electric; juice; coffee, vending, etc.) via telephone/video to minimize customer downtime and reduce/avoid service expenses. 

• Diagnoses mechanical/electrical problems using technical drawings/schematics and diagnostic tools (e.g. laptop, NOCTIS, etc.) 

• Creates/maintains cases, work orders, records, logs, and other written or computer-based documents according to established procedures. 

• Documents all information relating to customer support issues in CRM (Thirsty). 

• Assists in the development of specific technical and training documentation. 

• Assists other technicians in the repair and maintenance of equipment. 

• Performs preventive maintenance and repairs on beverage dispensing equipment and ancillaries according to safety and quality procedures. 

• Researches and resolves issues for customers, business partners, and Company associates in order to expedite service, installations, or orders using information systems (e.g., Thirsty, Genesys, Freestyle support systems, etc.) 

Qualifications & Requirements 

• High school diploma; GED equivalent 

• At least 5+ years of experience in a customer service or technical support role 

• 5 years of field experience repairing fountain equipment

Equipment Installation Requirements 

• Knowledge of equipment installation requirements (e.g., electrical power, water, drain, airflow, space requirements). 

• Knowledge and application of dispensing equipment installation principles. 

Technical Skills 

• Knowledge of the Customer Communications software systems requiring “basic” to “advanced” computer skills with capabilities to navigate multiple systems. 

• Making customers (external and internal) and their needs a primary focus of one's actions; developing and sustaining productive customer relationships; creating and executing plans and solutions in collaboration with the customer. 

• Knowledge and understanding of basic heating and refrigeration principles. Includes basic knowledge of existing technologies and ability to apply them to the Company's business. 

• Knowledge of basic electricity (e.g., amperage, voltage, current). Includes the ability to detect, assess and appropriately safeguard against potential electrical problems. 

Preferred Additional Skills 

• Strong emphasis on candidates with experience in Freestyle platforms and National Food Service customers (McDonald's, Burger King, etc.) requiring advanced troubleshooting skills. 

• Due to the nature of a very diverse business, bilingual associates speaking Spanish are encouraged to apply. 

What We Can Do for You 

• Iconic & Innovative Brands: Our portfolio represents over 250 products with some of the most popular brands in the world, including Coca-Cola, Simply, Fairlife & Topo Chico 

• Expansive & Diverse Customers: We work with a diversified group of customers which range from retail & grocery store outlets, theme parks, movie theatres, restaurants and many more each day. 

• Compensation & Benefits:  Competitive benefits package that start on day one of employment.