Consultant, Senior Technical Advisor

Our vision is to craft the brands and choice of drinks that people love, to refresh them in body and 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 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 Consultant, 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.

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 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, Genesys, Freestyle support systems, etc.)

• 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.

• 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 Spanish are encouraged to apply.

• 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.