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

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills

troubleshootingmechanical problem diagnosiselectrical problem diagnosispreventive maintenanceequipment installationcustomer communications softwarebasic electricityheating principlesrefrigeration principlesFreestyle platform experience

Soft skills

customer servicerelationship buildingcollaborationproblem solvingcommunication

Certifications

high school diplomaGED equivalent