Technical Customer Success Consultant, Costa Coffee

The Coca-Cola Company•Atlanta, GA

6d•$85,000 - $100,900

About The Position

Costa coffee is a brand within the Coca-Cola portfolio. Costa is a total coffee company, dedicated to providing high-quality coffee products to our customers and Consumers in the Away from Home channel. We pride ourselves on our exceptional customer service. We are seeking a dedicated and detail-oriented Customer Service Coordinator to join our team. The ideal candidate will be responsible for logging service calls, follow up with service providers on ETA’s and return trips, support technicians with Costa specific software and telemetry questions, supports customers and technicians with payment system support and is managing the execution from Preventative Maintenance programs. This role requires excellent communication skills, strong organizational abilities, technical background in our equipment and a proactive approach to problem-solving.

Requirements

High school diploma or equivalent; a degree in business, service, engineering, or a related field is preferred.
Proven experience in customer service, field service operations and technical support from technicians and our customers
Excellent communication and interpersonal skills.
Strong organizational and multitasking abilities.
Computer skills to work with specific Costa software
Proficiency in Microsoft Office Suite and salesforce applications
Ability to work independently and as part of a team.
Attention to detail and a proactive approach to problem-solving.
Periodic travel required, ~10-15%

Responsibilities

Act as the primary point of contact for our clients who require assistance with coffee machine operations, troubleshooting, or other inquiries.
Promptly respond to support requests via phone and email, ensuring timely resolution of customer issues.
Escalate complex issues to the appropriate technical teams or vendor partners, while maintaining regular communication with clients.
Monitor downtime on equipment and perform proactive outbound call to operators
Provide step-by-step guidance to clients to troubleshoot technical issues with coffee machines, including power, calibration, cleaning cycles, and error codes.
Diagnose recurring problems and collaborate with the technical and engineering departments to propose long-term solutions.
Identify issues remotely and determine whether onsite servicing is necessary, coordinating with field technicians as required.
Provide technical support to service technicians, involve oversees tech support in challenging cases
Manage Grid 2.0 for correct machine set up and reporting
Support technicians in commissioning and equipment set up
Escalate issues to the international helpline for resolution
Manage payment portal and payment devices, support technicians and the Swipe team in device set up for customers
Support master data updates from our equipment fleet and customer base
Monitor open service calls and work with service providers and a fast resolution from open calls within SLA guidelines.
Report on SLA performance per customer or service provider on a monthly basis
Review parts usage and provide data for supply chain to minimize service interruptions in the field
Continuously review processes and adapt based on the growth of the company, Create service bulletins and support documents in the form of videos, checklists or virtual refresher classes.
Process and review warranty claims with OEM’s
Create WO’s for service providers
monitor and execute PM schedules with our service providers
Travel to service providers for meetings, business reviews and development meetings
Support trade shows, customer field trials and market visits if needed
Support customer roll outs in liaison with the sales team, marketing, supply chain and Coca-Cola resources, support if needed with market visits