myCoketech Operations Senior Technical Advisor

The Coca-Cola Company

1d • 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 a big corporate or small local business. 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 down-time and reduce service cost, providing support 365 days per year, 24 hours per day. TELEWORK: High Speed Internet service 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 two weeks of systems training, process training and the ability to work virtual.

Requirements

• High school diploma; GED equivalent
• At least 3+ years of experience in a customer service or Technical support role
• 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 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.
• Computer Literacy
• Customer Service
• Detail-Oriented
• Equipment Installations
• HVAC Systems
• Oral Communications
• Refrigeration Systems
• Technical Support
• Troubleshooting

Nice To Haves

• Strong emphasis on candidates that have experience in Freestyle platforms and National Food Service customers (McDonald's, Burger King, etc.) that require advanced troubleshooting skills.
• Due to the nature of very diverse business bilingual associates speaking French and Spanish are encouraged to apply.

Responsibilities

• Troubleshoot equipment issues (e.g., Freestyle; ice-combo; drop-in; counter-electric; juice; coffee, vending, etc.) via telephone/video in order to minimize customer down time and reduce/avoid service expense.
• 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, Neterprise, FedEx/UPS databases, etc.)
• Processes order information using Coca-Cola information systems to deliver data to customer, business partners and Company associates or to communicate demand for products or services.
• Sources and facilitates delivery of assets (e.g., beverage equipment, parts, point of sale material, and return of assets) for customers in order to complete projects or installations using Coca-Cola information systems and supplier contacts.

Benefits

• 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

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED
• Number of Employees: 5,001-10,000 employees