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The Coca-Cola Company · 1 day ago

Technical Customer Success Consultant, Costa Coffee

Atlanta, GA

Full-time

Hybrid

Mid Level

$85K/yr - $101K/yr

The Coca-Cola Company is seeking a dedicated and detail-oriented Technical Customer Success Consultant for its Costa Coffee brand. The role involves providing exceptional customer support, troubleshooting technical issues, and managing service provider relationships to ensure timely resolutions and maintain service quality.

Consumer GoodsFast-Moving Consumer GoodsFood and BeverageManufacturing

Comp. & Benefits

No H1B

U.S. Citizen Only

Responsibilities

Act as the primary point of contact for our clients who require assistance with coffee machine operations, troubleshooting, or other inquiries

Promptly respond to support requests via phone and email, ensuring timely resolution of customer issues

Escalate complex issues to the appropriate technical teams or vendor partners, while maintaining regular communication with clients

Monitor downtime on equipment and perform proactive outbound call to operators

Provide step-by-step guidance to clients to troubleshoot technical issues with coffee machines, including power, calibration, cleaning cycles, and error codes

Diagnose recurring problems and collaborate with the technical and engineering departments to propose long-term solutions

Identify issues remotely and determine whether onsite servicing is necessary, coordinating with field technicians as required

Provide technical support to service technicians, involve oversees tech support in challenging cases

Manage Grid 2.0 for correct machine set up and reporting

Support technicians in commissioning and equipment set up

Escalate issues to the international helpline for resolution

Manage payment portal and payment devices, support technicians and the Swipe team in device set up for customers

Support master data updates from our equipment fleet and customer base

Monitor open service calls and work with service providers and a fast resolution from open calls within SLA guidelines

Report on SLA performance per customer or service provider on a monthly basis

Review parts usage and provide data for supply chain to minimize service interruptions in the field

Continuously review processes and adapt based on the growth of the company, Create service bulletins and support documents in the form of videos, checklists or virtual refresher classes

Process and review warranty claims with OEM’s

Create WO’s for service providers

Monitor and execute PM schedules with our service providers

Travel to service providers for meetings, business reviews and development meetings

Support trade shows, customer field trials and market visits if needed

Support customer roll outs in liaison with the sales team, marketing, supply chain and Coca-Cola resources, support if needed with market visits

Qualification

Customer ServiceTechnical SupportTroubleshootingMicrosoft Office SuiteSalesforce applicationsCommunication skillsOrganizational abilitiesAttention to detailProblem-solving