Senior Technical Advisor

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The Kraft Heinz Company

WebsiteLinkedInAll Job Openings

10,000+ employees

Founded 2015

👥 B2C

🍽️ Food & Beverage

🛒 Retail

💰 $20M Post-IPO Equity on 2019-06

B2C • Food & Beverage • Retail

Kraft Heinz is the third-largest food and beverage company in North America and the fifth-largest in the world, known for its unparalleled portfolio of powerful and iconic brands. The company is dedicated to transforming the food industry, offering a range of high-quality, nutritious foods suitable for all eating occasions, whether at home, in restaurants, or on the go.

📋 Description

• Provide advanced technical escalation support for REMIX machine issues unresolved by standard contact center scripts, operator materials, or basic troubleshooting • Diagnose issues involving machine operation, consumables, cleaning, calibration, bag changes, tubes, clamps, boots, dispensing quality, sensors, and operator workflows • Work with the contact center, KBI, Sanmina, engineering partners, customer teams, manufacturers, and internal REMIX stakeholders to determine root cause and resolution paths • Provide technical guidance to KBI technicians onsite and participate in on-call support • Improve remote resolution by developing troubleshooting scripts, intake questions, decision trees, and escalation criteria • Use operator call logs, Dashboard data, dispense data, and machine logs for remote diagnosis • Review escalated issues and approve non-urgent onsite service visits only after structured triage • Create and maintain practical support documentation, troubleshooting guides, SOPs, job aids, and training materials • Support training for operators, contact center agents, KBI technicians, and service partners • Track recurring issues across escalations, support calls, field visits, technician reports, and customer feedback • Drive prevention through updated training, improved documentation, revised support flows, service partner coaching, defect reports, and engineering escalation • Provide elevated support during installation and early-life stabilization after go-live

🎯 Requirements

• Experience supporting field-deployed equipment, foodservice equipment, beverage or dispensing systems, connected hardware, kiosks, appliances, or similar technical platforms • Strong diagnostic and troubleshooting skills across mechanical, electrical, software, consumable, and user-process issues • Experience in Level 2, Level 3, field service support, technical support, or service operations • Ability to determine whether issues can be resolved remotely or require onsite service • Ability to create documentation, troubleshooting guides, SOPs, job aids, and training materials • Strong written and verbal communication skills with technical and non-technical audiences • Comfort working with field service partners, contact center teams, operators, engineers, and manufacturers • Strong ownership, follow-through, and documentation discipline • Bias toward prevention, standardization, and continuous improvement • Experience with fountain, beverage, condiment, foodservice, vending, refrigeration, or dispensing equipment preferred • Experience with third-party service providers or technician networks preferred • Experience building or maintaining a knowledge base, service playbook, or support operating model preferred • Familiarity with structured issue intake, root cause analysis, incident management, service ticketing, or field service reporting preferred • Experience training contact center agents, technicians, or customer operators preferred • Comfort reviewing machine logs, telemetry, service records, or other field data preferred

🏖️ 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