This role requires that you have direct, hands on experience working on The Coca-Cola Company's Freestyle machines or beverage dispensing equipment. This role is not entry level or provide on the job training.
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:
Oral Communications; Recordkeeping; Customer Service; Technical Support; Relationship Building; Customer Relationship Management (CRM); Computer Literacy; Detail-Oriented; Microsoft Office; Troubleshooting
Salary
Competitive
Monthly based
Location
Worldwide, Worldwide Region, Worldwide
Worldwide, Worldwide Region, Worldwide
