Job Description Summary: 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.
Requirements
- 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.)
Benefits
- Full range of medical, financial, and/or other benefits, dependent on the position
- Annual Incentive Reference Value Percentage: 7.5
