Senior Technical Advisor

About the position

The Sr. Technical Advisor position maximizes the value Phone Fix Operations creates with Coca-Cola customers and field service technicians by eliminating service calls. This job provides efficient technical direction/resolution for post-mix, vending and cooler equipment problems by phone or by video conferencing, field service technician support, parts order processing for customers, and general inquiries of a technical nature. Additionally, the Sr. Technical Advisor exists to minimize customer down-time and reduce service cost providing support from 8 am to 10 pm eastern, seven days a week.

Responsibilities

  • Troubleshoot equipment issues (e.g., beverage vending, dispensing) via telephone or video conferencing in order to minimize customer downtime and service cost.
  • Contact customers in order to confirm service or orders (e.g., service follow-up, equipment service confirmation, parts delivery confirmation, service scheduling).
  • Research and resolve issues for customers, business partners, and Company associates in order to expedite service, installations, or orders using information systems (e.g., CCBSS systems, FedEx or UPS databases).
  • Process order information using Coca-Cola information systems to deliver data to customers, business partners, and Company associates or to communicate demand for products or services.
  • Source and facilitate delivery of assets (e.g., beverage equipment, parts, point of sale material, return of assets) for customers in order to complete projects or installations using Coca-Cola information systems and supplier contacts.

Requirements

  • Technical and mechanical aptitude
  • Strong communication skills
  • Critical thinking
  • General computer knowledge with the ability to navigate multiple systems
  • Independent thinking & decision-making
  • Influencing customers and various internal stakeholders
  • Ability to navigate multiple troubleshooting tools
  • Ability to effectively handle difficult situations
  • High School Diploma or GED
  • 3+ years of related experience in virtual desk or beverage equipment service

Nice-to-haves

  • Being able to speak multiple languages is an advantage

Benefits

  • Work-Life Integration - Vacation, floating holidays, parental leave, flexible work environment
  • Competitive Base Salary - A base salary or hourly wage rate in line with market rates for the job duties and skills required
  • Rewards & Recognition - Acknowledging our employees’ contributions
  • Retirement Plans & Guidance - Programs to assist associates in saving for retirement
  • Health & Welfare Plans - Medical, life, and disability insurance plans
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