Job Description:
• Troubleshoot equipment issues (e.g., Freestyle; ice-combo; drop-in; counter-electric; juice; coffee, vending, etc.) via telephone/video in order to minimize customer down time and reduce/avoid service expense.
• 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 CRM (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 in order to expedite service, installations or orders using information systems (e.g., Thirsty, Neterprise, FedEx/UPS databases, etc.)
• Processes order information using Coca-Cola information systems to deliver data to customer, business partners and Company associates or to communicate demand for products or services.
• Sources and facilitates delivery of assets (e.g., beverage equipment, parts, point of sale material, and return of assets) for customers in order to complete projects or installations using Coca-Cola information systems and supplier contacts.
Requirements:
• High school diploma; GED equivalent
• At least 3+ years of experience in a customer service or Technical support role
• 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 heating and refrigeration principles.
• 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.
• Strong emphasis on candidates that have experience in Freestyle platforms and National Food Service customers (McDonald's, Burger King, etc.) that require advanced troubleshooting skills.
• Bilingual associates speaking French and Spanish are encouraged to apply.
Benefits:
• Competitive benefits package that start on day one of employment
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