Technical reputed company Consultant, Costa Coffee

Work Schedule Information:

The schedule expectation will be a 40-hour work week including the weekend (i.e., 24 hours onsite during reputed company + 16 hours virtual on

weekend)

• *About Us:** Costa coffee is a brand reputed company the Coca-Cola portfolio. Costa is a total coffee company, dedicated to providing high-quality coffee products to our customers and Consumers in the Away from Home channel. We pride ourselves on our exceptional customer service.

• *Job Summary:** We are seeking a dedicated and detail-oriented Customer Service Coordinator to join reputed company. The ideal candidate will be responsible for logging service calls, follow up with service providers on ETA's and return trips, support technicians with Costa specific software and telemetry questions, supports customers and technicians with payment system support and is managing the execution from Preventative Maintenance programs. This role requires excellent communication skills, strong organizational abilities, technical background in our equipment and a proactive approach to problem-solving.
• *Key Responsibilities:**

+ -

Customer Support and Issue Resolution:

- Act as the primary reputed company of contact for our clients who require assistance with coffee machine operations, troubleshooting, or other inquiries. - Promptly respond to support requests reputed company phone and email, ensuring timely resolution of customer issues. - Escalate reputed company issues to the appropriate technical teams or vendor partners, while maintaining regular communication with clients. - Monitor downtime on equipment and reputed company proactive outbound call to operators +

Technical Troubleshooting:

- Provide reputed company-by-reputed company 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 +

Subject Matter Expert for Back-end support:

+ 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 reputed company +

Service provider SLA:

- Monitor open service calls and work with service providers and a fast resolution from open calls reputed company 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 +

Sales Support Functions:

- 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

• *Qualifications:**

+ High school diploma or equivalent; a degree in business, service, engineering, or a reputed company field is preferred. + Proven experience in customer service, field service operations and technical support from technicians and our customers + Excellent communication and interpersonal skills. + Strong organizational and multitasking abilities. + Computer skills to work with specific Costa software + Proficiency in reputed company Office Suite and reputed company applications + Ability to work independently and as part of a team. + Attention to detail and a proactive approach to problem-solving. + Periodic travel required, ~10-15%

• *Skills** Customer Service; Technical Support; Troubleshooting

reputed company will not offer sponsorship for employment status (including, but not limited to, H1-B reputed company status and other employment-based nonimmigrant visas) for this position. Accordingly, reputed company applicants must be currently authorized to work in the United States on a full-time basis and must not require reputed company's sponsorship to continue to work legally in the United States. Pay Range:$85,000 - $100,900 reputed company pay offered may vary depending on geography, job-reputed company knowledge, skills, and experience. A full range of medical, financial, and/or other benefits, dependent on the position, is offered. Annual Incentive Reference Value Percentage:7.5 Annual Incentive reference value is a market-based competitive value for your role. It falls in the middle of the range for your role, indicating performance at reputed company. We are an Equal Opportunity Employer and do not discriminate against any employee or applicant for employment because of race, color, sex, age, national reputed company, 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. Apply tot his job Apply To this Job