Advisor, Technical Advisor

The Coca-Cola Company

2d•Remote

About The Position

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 no matter if they are big corporate or small local businesses. The Advisor, 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 Advisor, Technical Advisor exists to minimize customer downtime and reduce service costs, providing support 365 days per year, 24 hours per day.

Requirements

High school diploma; GED equivalent
At least 3+ years of experience in Technical service and customer support.
Strong emphasis on candidates that have experience in all Freestyle platforms and National Food Service customers (McDonald's and Burger King) that require troubleshooting skills.
Knowledge of equipment installation requirements (e.g., electrical power, water, drain, airflow, space requirements).
Knowledge and application of dispensing equipment installation principles.
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 refrigeration preferred.
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.
Due to the nature of very diverse business bilingual associates speaking Spanish are encouraged to apply.

Responsibilities

Troubleshoot Equipment issues (e.g., Freestyle; Legacy, coffee, McDonald’s, 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 Salesforce (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 to expedite service, installations, or orders using information systems (e.g., Thirsty, Genesys, Freestyle support systems, etc.)
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 as expected.
Ability to work in a telecommuting environment being self-driven and self-motivated by retaining systems training, process training, and the ability to work virtually.