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PDS Tech Inc Senior Technical Advisor/Technical Advisor in Atlanta, Georgia

PDS Tech is seeking a Senior Technical Advisor/Technical Advisor, in Atlanta, GA.

Summary:

Function Specific Activities:

  • Troubleshoots equipment dispenser mechanical 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.

  • Performs preventive maintenance and repairs on beverage dispensing equipment and ancillaries according to safety and quality procedures.

  • Diagnoses mechanical/electrical problems using technical drawings/schematics and diagnostic tools (e.g. laptop, NOCTIS, etc.)

  • Assists other technicians in the repair and maintenance of equipment.

  • 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.

  • 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, Netterprise, 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.

Job Requirements:

Education:

  • High school diploma; GED equivalent

Related Work Experience:

  • Senior Technical Advisor: At least 5 to 7 years mechanical/customer service experience and support.

  • Technical Advisor: At least 1 to 3 years mechanical/customer service experience and support.

Knowledge, Skills & Abilities:

  • Mechanical Aptitude: Experience diagnosing mechanical and electrical problems using technical knowledge.

  • Problem Identification/Resolution: Ability to communicate effectively with customers over the phone, ascertain the full details of what’s happening technically with the fountain dispenser and provide direction to execute the required repair.

  • Customer Contact 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. Ability to be self-driven and self-motivated. Capable of learning and working in a remote environment and retaining systems and process training.

  • Customer Focus: Making customers (external and internal) and their needs a primary focus of one's actions; developing and sustaining productive customer and partner 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 and hazards.

  • 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.

Preferred Additional Skills:

  • Candidates that have experience supporting McDonald's and Burger King Equipment platforms that require advanced troubleshooting skills.

All qualified applicants will receive consideration for employment without regard to race, color, sex, sexual orientation, gender identity, religion, national origin, disability, veteran status, age, marital status, pregnancy, genetic information, or other legally protected status.

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