Location(s):United States of America
City/Cities:Remote
Travel Required:00% - 25%
Relocation Provided:No
Job Posting End Date:January 1, 2025
Shift:Job Description Summary: The Consultant, 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 Consultant exists to maximize customer uptime and reduce service costs, providing support
365 days per year, 24 hours per day.
REMOTE: 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 as expected. Ability to work 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
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 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.
Skills:Computer Literacy, Customer Service, Detail-Oriented, Equipment Installations, HVAC Systems, Oral Communications, Refrigeration Systems, Technical Support, Troubleshooting
Pay Range:$79,300 - $96,000
Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.
Our Purpose and Growth Culture:We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what's possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors - curious, empowered, inclusive and agile - and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class. When we collect your personal information as part of a job application or offer of employment, we do so in accordance with industry standards and best practices and in compliance with applicable privacy laws.
