Troubleshoot equipment issues (e.g., Freestyle; ice-combo; drop-in; counter-electric; juice; coffee, vending, etc.) via telephone/video
Diagnoses mechanical/electrical problems using technical drawings/schematics and diagnostic tools
Creates/maintains cases, work orders, records, logs, and other written or computer-based documents
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
Researches and resolves issues for customers, business partners, and company associates

High school diploma; GED equivalent
At least 5+ years of experience in a customer service or technical support role
5 years of field experience repairing fountain equipment
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
Knowledge and understanding of basic heating and refrigeration principles
Knowledge of basic electricity (e.g., amperage, voltage, current)
Strong emphasis on candidates with experience in Freestyle platforms and National Food Service customers.
Must be bilingual in Spanish.

Senior Consultant, Technical Advisor

Key skills