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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