The Sr. Technical Advisor position maximizes the value Phone Fix Operations creates with Coca-Cola customers and field service technicians by eliminating service calls. This job provides efficient technical direction/resolution for dispenser equipment problems over the phone, field service technician support, parts order processing for customers, and general phone inquiries of a technical nature. Additionally, the Sr Technical Advisor exists to minimize customer down-time and reduce service cost, providing support 365 days per year, 24 hours per day. Function Specific Activities:
Troubleshoot equipment issues (e.g., beverage vending, dispensing) via telephone in order to minimize customer down time and service cost.
Contact customers in order to confirm service or orders (e.g., service follow up, equipment service confirmation, parts delivery confirmation, service scheduling).
Research and resolve issues for customers, business partners and Company associates in order to expedite service, installations or orders using information systems (e.g., CCR systems, FedEx or UPS databases).
Process 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.
Source and facilitate 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.
Job Requirements Education:
High school diploma; GED equivalent
Related Work Experience:
At least 5 to 7 years
Customer Care Center: Knowledge of the Customer Communications software systems requiring "basic" to "advanced" computer skills with capabilities to navigate multiple systems.
Telework: Ability to work in a telecommuting environment being self-driven and self-motivated by retaining three weeks of systems training, process training, and the ability to return to your home base and continue to develop your skills.
Customer Focus: 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.
Basic Refrigeration: 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.
Electrical Power: Knowledge of basic electricity (e.g., amperage, voltage, current). Includes the ability to detect, assess and appropriately safeguard against potential electrical problems.
Equipment Installation Requirements: Knowledge of equipment installation requirements (e.g., electrical power, water, drain, airflow, space requirements). Knowledge and application of dispensing equipment installation principles. Additional Skills:
Strong emphasis is on candidates that have experience in McDonald's and Burger King Equipment platforms that require advanced troubleshooting skills. Leadership Behaviors:
- DRIVE INNOVATION: Generate new or unique solutions and embrace new ideas that help sustain our business
- COLLABORATE WITH SYSTEM, CUSTOMERS, AND OTHER STAKEHOLDERS: Develop and leverage relationships with stakeholders to appropriately stretch and impact the System (Company and Bottler)
- ACT LIKE AN OWNER: Deliver results, creating value for our brands, our System, our customers and key stakeholders
- INSPIRE OTHERS: Inspire people to deliver our mission and 2020 Vision, demonstrate passion for the business and give people a reason to believe anything is possible
- DEVELOP SELF AND OTHERS: Develop self and support others' development to achieve full potential
Honesty and integrity have always been cornerstone values of The Coca-Cola Company. Our passion for people of integrity mirrors our spirited drive for total quality in our brands. These and other elements allow the company to sustain strategic practices and drive business performance. The Personnel Integrity Assurance Program is another step toward making The Coca-Cola Company the premier workplace. This process includes a pre-employment background investigation that applies to all applicants employees and contractors of the company. The scope of this inquiry may cover such elements as education employment history a criminal history check reference checks and a pre-employment drug screen. Designated countries or sensitive positions within the company may have more stringent standards.
At The Coca-Cola Company you can cultivate your career in a challenging and dynamic environment. We are the largest manufacturer and distributor of nonalcoholic drinks in the world-selling more than 1 billion drinks a day. Unlock your full potential with a future-focused company that is known and respected throughout the world.
We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity and/or expression, status as a veteran, and basis of disability or any other federal, state or local protected class.
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