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Role Description

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

• 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 relating to 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.).

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.

Qualifications

• 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 (McDonald's and Burger King) 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.
• Knowledge of basic electricity (e.g., amperage, voltage, current).
• Due to the nature of very diverse business bilingual associates speaking Spanish are encouraged to apply.

Requirements

• Computer Literacy
• Customer Relationship Management (CRM)
• Customer Service
• Detail-Oriented
• Microsoft Office
• Oral Communications
• Recordkeeping
• Relationship Building
• Technical Support
• Troubleshooting

Benefits

• Pay Range: $63,600 - $76,100
• 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.

Company Description

The Coca-Cola Company will not offer sponsorship for employment status (including, but not limited to, H1-B visa status and other employment-based nonimmigrant visas) for this position. Accordingly, all applicants must be currently authorized to work in the United States on a full-time basis and must not require The Coca-Cola Company's sponsorship to continue to work legally in the United States.