Senior Technical Advisor

This is a fully remote position, open to applicants in United States.

📋 Description

• Deliver advanced technical escalation support for REMIX machine issues that cannot be resolved through standard contact center scripts, operator materials, or basic troubleshooting methods.

• Identify problems related to machine operation, consumables, cleaning, calibration, bag changes, tubes, clamps, boots, dispensing quality, sensors, and operator workflows.

• Collaborate with the contact center, KBI, Sanmina, engineering partners, customer teams, manufacturers, and internal REMIX stakeholders to establish root causes and paths to resolution.

• Offer technical guidance to KBI technicians on-site and engage in on-call support.

• Enhance remote resolution capabilities by formulating troubleshooting scripts, intake questions, decision trees, and escalation criteria.

• Utilize operator call logs, Dashboard data, dispense data, and machine logs for remote diagnostics.

• Evaluate escalated issues and authorize non-urgent onsite service visits only after a structured triage process.

• Develop and maintain practical support documentation, troubleshooting guides, SOPs, job aids, and training materials.

• Assist in training operators, contact center agents, KBI technicians, and service partners.

• Monitor recurring issues across escalations, support calls, field visits, technician reports, and customer feedback.

• Promote prevention through updated training, enhanced documentation, revised support flows, coaching of service partners, defect reports, and engineering escalation.

• Provide elevated support during installation and early-life stabilization following go-live.

⛳️ Requirements

• Proven experience supporting field-deployed equipment, such as foodservice equipment, beverage or dispensing systems, connected hardware, kiosks, appliances, or similar technical platforms.

• Strong diagnostic and troubleshooting abilities across mechanical, electrical, software, consumable, and user-process challenges.

• Background in Level 2, Level 3, field service support, technical support, or service operations.

• Capacity to assess whether issues can be resolved remotely or necessitate onsite service.

• Proficient in creating documentation, troubleshooting guides, SOPs, job aids, and training materials.

• Excellent written and verbal communication skills for both technical and non-technical audiences.

• Comfortable collaborating with field service partners, contact center teams, operators, engineers, and manufacturers.

• Demonstrated ownership, follow-through, and meticulous documentation skills.

• Commitment to prevention, standardization, and continuous improvement.

• Preferred experience with fountain, beverage, condiment, foodservice, vending, refrigeration, or dispensing equipment.

• Preferred experience with third-party service providers or technician networks.

• Preferred experience in building or maintaining a knowledge base, service playbook, or support operating model.

• Familiarity with structured issue intake, root cause analysis, incident management, service ticketing, or field service reporting is preferred.

• Preferred experience in training contact center agents, technicians, or customer operators.

• Comfortable reviewing machine logs, telemetry, service records, or other field data.

🏝️ Benefits

• Performance-based bonus

• Healthcare coverage, including medical, prescription drug, dental, and vision

• Screenings/Assessments

• Paid Time Off

• Company Holidays

• Leave of Absence

• Flexible Work Arrangements

• Recognition

• Training

• Employee Assistance Program

• Wellbeing Programs

• Family Support Programs

• 401k

• Life insurance

• Accidental Death & Dismemberment coverage

• Disability coverage

• Physical, social, emotional, and financial wellbeing events, resources, and learning opportunities