Consultant, Senior Technical Advisor

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.