Advisor, Technical Advisor
Company: Coca-cola
Location: Atlanta
Posted on: September 24, 2024
Job Description:
Our vision is to craft the brands and choice of drinks that
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 per day.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 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 & 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 (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.
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.What We Can Do for You
- Iconic & Innovative Brands: Our portfolio represents more than
200 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.Skills:Microsoft Office; Relationship Building; Recordkeeping;
Troubleshooting; Customer Service; Technical Support; Oral
Communications; Customer Relationship Management (CRM); Computer
Literacy; Detail-Oriented
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Keywords: Coca-cola, East Point , Advisor, Technical Advisor, IT / Software / Systems , Atlanta, Georgia
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