Our vision is to craft the brands and choice of drinks 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 daily.
What You’ll Do for Us:
- 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 about 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.)
Qualifications & 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 (MCD) 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.
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.
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 outlets, theme parks, movie theatres, restaurants, and many more each day.
Skills:
Relationship Building; Detail-Oriented; Troubleshooting; Microsoft Office; Oral Communications; Technical Support; Computer Literacy; Customer Service; Recordkeeping; Customer Relationship Management (CRM)
Pay Range:
$60,200 – $74,100
Base pay offered may vary depending on geography, job-related knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered.
Annual Incentive Reference Value Percentage:
7.5
Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at target.
Our Purpose and Growth Culture:
We are taking deliberate action to nurture an inclusive culture that is grounded in our company purpose, to refresh the world and make a difference. We act with a growth mindset, take an expansive approach to what’s possible and believe in continuous learning to improve our business and ourselves. We focus on four key behaviors – curious, empowered, inclusive and agile – and value how we work as much as what we achieve. We believe that our culture is one of the reasons our company continues to thrive after 130+ years. Visit Our Purpose and Vision to learn more about these behaviors and how you can bring them to life in your next role at Coca-Cola.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.