Consultant, Senior Technical Advisor

About the position

The Senior Technical Advisor position at The Coca-Cola Company is designed to maximize the value that myCoketech creates with Coca-Cola customers and field service technicians. This role is crucial in eliminating service calls by providing efficient technical direction and resolution for fountain dispensers and coolers. The Senior Technical Advisor will support customers and field service technicians through phone inquiries, parts order processing, and general technical support. The position aims to minimize customer downtime and reduce service costs, offering support 365 days a year, 24 hours a day. In this role, the Senior Technical Advisor will troubleshoot equipment issues, including Freestyle machines, ice-combo units, drop-in dispensers, counter-electric systems, juice dispensers, and coffee machines. The advisor will diagnose mechanical and electrical problems using technical drawings, schematics, and diagnostic tools such as laptops and NOCTIS. Additionally, the advisor will create and maintain cases, work orders, records, logs, and other documentation according to established procedures, ensuring all customer support issues are documented in the CRM system (Thirsty). The Senior Technical Advisor will also assist in developing specific technical and training documentation and support other technicians in the repair and maintenance of equipment. Preventive maintenance and repairs on beverage dispensing equipment and ancillaries will be performed according to safety and quality procedures. The advisor will research and resolve issues for customers, business partners, and company associates to expedite service, installations, or orders using various information systems, including Thirsty, Genesys, and Freestyle support systems.

Responsibilities
? Troubleshoot equipment issues via telephone/video to minimize customer downtime and reduce service expenses.
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? Diagnose mechanical/electrical problems using technical drawings/schematics and diagnostic tools.
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? Create/maintain cases, work orders, records, logs, and other documentation according to established procedures.
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? Document all information relating to customer support issues in CRM (Thirsty).
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? Assist in the development of specific technical and training documentation.
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? Assist other technicians in the repair and maintenance of equipment.
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? Perform preventive maintenance and repairs on beverage dispensing equipment and ancillaries according to safety and quality procedures.
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? Research and resolve issues for customers, business partners, and Company associates to expedite service, installations, or orders.

Requirements
? High school diploma or GED equivalent.
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? At least 3+ years of experience in a customer service or technical support role.
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? Knowledge of equipment installation requirements (e.g., electrical power, water, drain, airflow, space requirements).
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? Knowledge and application of dispensing equipment installation principles.
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? Knowledge of Customer Communications software systems requiring basic to advanced computer skills.
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? Ability to make customers and their needs a primary focus of one's actions and develop productive customer relationships.
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? Knowledge and understanding of basic heating and refrigeration principles.
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? Knowledge of basic electricity (e.g., amperage, voltage, current).

Nice-to-haves
? Experience with Freestyle platforms and National Food Service customers (e.g., McDonald's, Burger King) requiring advanced troubleshooting skills.
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? Bilingual candidates speaking Spanish are encouraged to apply.

Benefits
? Full range of medical, financial, and/or other benefits depending on the position.