Technical Customer Service Representative, Costa Coffee

Technical Customer Service Representative, Costa Coffee Location: Office Based (min 4 days) in Atlanta, Weekend Rotations required for customer support and downtime support. Company: Costa Coffee a brand within The Coca-Cola Company. Job Summary: We are seeking a dedicated and detail-oriented Customer Service Coordinator to join our team. The ideal candidate will log service calls, follow up with service providers on ETAs and return trips, support technicians with Costa specific software and telemetry questions, support customers and technicians with payment system support, and manage execution from Preventative Maintenance programs. Excellent communication, strong organization, technical background in our equipment and a proactive approach to problem?solving are required. Key Responsibilities Act as the primary point of contact for clients requiring 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, maintaining regular communication with clients. Monitor equipment downtime and perform proactive outbound calls 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 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 and involve overseas technical support in challenging cases. Manage Grid 2. 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 to resolve 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 growth; create service bulletins and support documents (videos, checklists, virtual refresher classes). Process and review warranty claims with OEMs; create work orders for service providers. Monitor and execute preventive maintenance 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; support customer roll?outs in liaison with the sales team, marketing, supply chain and Coca?Cola resources. Qualifications High school diploma or equivalent; degree in business, service, engineering, or a related field preferred. Proven experience in customer service, field service operations and technical support. Excellent communication and interpersonal skills. Strong organizational and multitasking abilities. Computer skills to work with Costa specific software. Proficiency in Microsoft Office Suite and Salesforce 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 Troubleshooting; Technical Support; Customer Service. Compensation & Benefits Pay Range: $85,000 $100,900. Base pay varies by geography, knowledge, skills and experience. Offer includes a full range of medical, financial, and other benefits (dependent on the position). Annual Incentive Reference Value Percentage: 7.5%. Sponsorship Employment status sponsorship not offered. Applicants must be authorized to work in the United States on a full?time basis and not require sponsorship. Additional Information Referrals increase your chances of interviewing by 2x. #J-18808-Ljbffr