Job Description

The Senior Technical Advisor, REMIX Equipment Support is responsible for helping REMIX operate reliably in the field as the platform scales. This role sits between the contact center, field service partners, equipment manufacturers, and engineering teams, providing hands-on diagnostic support for issues that cannot be resolved through standard operator guidance or Level 1 support.

The primary objective of this role is to reduce avoidable downtime. The Senior Technical Advisor will improve remote resolution, prevent unnecessary onsite service visits, strengthen service partner compliance, support operator and technician training, and create the practical reference materials needed to help customers and support teams resolve common issues quickly and consistently.

REMIX is moving from startup-stage support toward a scalable operating model. Early field learnings show that many service issues are addressable through better triage, clearer support paths, stronger training, and improved documentation rather than immediate technician dispatch. This role is a critical investment in that transition.

Key responsibilities

Provide advanced technical escalation support

• Serve as the advanced support resource for REMIX machine issues that cannot be resolved through standard contact center scripts, operator self-service materials, or basic troubleshooting.

• Diagnose issues across machine operation, consumables, cleaning, calibration, bag changes, tube and clamp performance, boot positioning, dispense quality, sensor behavior, and operator workflow.

• Work directly with the contact center, KBI, Sanmina, engineering partners, customer teams, and internal REMIX stakeholders to determine root cause, define next steps, and route issues to the correct resolution path.

• Be on call for tech guidance to the KBI techs onsite

Improve remote resolution and phone fix

• Increase the percentage of issues resolved remotely by strengthening the diagnostic process used before a field visit is authorized.

• Build and refine troubleshooting scripts, intake questions, decision trees, and escalation criteria that help the contact center determine whether an issue can be resolved by the operator, requires advanced support, requires KBI dispatch, or should be routed to Sanmina or engineering.

• Push knowledge upstream by converting recurring issues into contact-center-ready guidance so fewer issues require advanced escalation over time.

• Use Dashboard and Data logs to diagnose issues remotely. We need to get information from operator (call-log) as well as pull data straight from the machine (Dashboard & dispense/log data)

Gate onsite service visits

• Review escalated issues before approving non-urgent onsite service visits. Confirm that required troubleshooting steps have been completed, validate whether the issue can be resolved remotely, and reserve truck rolls for issues that require physical intervention.

• Onsite service should generally be reserved for confirmed physical issues such as tube or clamp replacement, boot reinstallation, calibration requiring onsite measurement, hardware failure, scheduled maintenance, urgent safety issues, loss of function, or active product contamination.

• Non-urgent truck rolls should be approved only after structured triage has been completed.

Maintain and update REMIX support documentation

Create and maintain practical materials for operators, contact center agents, service partners, and internal teams.

Materials should be simple, visual where possible, and written for the people actually interacting with the machine during live operations.

Improve operator, contact center, and technician training

• Support the development and delivery of training for operators, contact center agents, KBI technicians, and other service partners.

• Training should focus on known failure modes, escalation boundaries, proper terminology, diagnostic discipline, and tasks that can safely be completed without onsite service.

• Training priorities include bag change procedures, calibration-related errors, daily purge compliance, boot inspection and reinstallation, tube and clamp inspection, cleaning procedures, and the correct process for escalating unresolved issues.

Identify recurring issues and drive prevention

• Track patterns across escalations, support calls, field visits, technician reports, and customer feedback.

• Identify repeat issues, avoidable service calls, operator training gaps, technician compliance gaps, workmanship concerns, and possible design or firmware defects.

• Convert those patterns into action through updated training, improved documentation, revised support flows, service partner coaching, formal defect reports, or engineering escalation. The goal is not only to fix individual incidents, but to prevent the same issues from recurring across the fleet.

Support launch, installation, and early-life stabilization

• Provide elevated support during installation and the first weeks after go-live, when operator confidence and customer perception are most sensitive to service issues.

• Help ensure each site understands who to call, what issues can be self-resolved, what issues require escalation, and what daily routines are required to keep the machine operating reliably.

• Protecting uptime early in the customer experience is a core part of this role.

Required qualifications

• 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 when an issue can be resolved remotely and when onsite service is truly required.

• Ability to create clear documentation, troubleshooting guides, SOPs, job aids, and training materials.

• Strong written and verbal communication skills with both 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.

Preferred qualifications

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

• Experience working with third-party service providers or technician networks.

• Experience 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.

• Experience training contact center agents, technicians, or customer operators.

• Comfort reviewing machine logs, telemetry, service records, or other field data to support diagnosis.

Our Total Rewards philosophy is to provide a meaningful and flexible spectrum of programs that equitably support our diverse workforce and their families and complement Kraft Heinz’ strategy and values.

New Hire Base Salary Range:

Bonus: This position is eligible for a performance-based bonus as provided by the plan terms and governing documents.

The compensation offered will take into account internal equity and may vary depending on the candidate's geographic region, job-related knowledge, skills, and experience among other factors

Benefits: Coverage for employees (and their eligible dependents) through affordable access to healthcare, protection, and saving for the future, we offer plans tailored to meet you and your family’s needs. Coverage for benefits will be in accordance with the terms and conditions of the applicable plans and associated governing plan documents.

Wellbeing: We offer events, resources, and learning opportunities that inspire a physical, social, emotional, and financial well-being lifestyle for our employees and their families.

You’ll be able to participate in a variety of benefits and wellbeing programs that may vary by role, country, region, union status, and other employment status factors, for example:

• Physical - Medical, Prescription Drug, Dental, Vision, Screenings/Assessments

• Social - Paid Time Off, Company Holidays, Leave of Absence, Flexible Work Arrangements, Recognition, Training

• Emotional – Employee Assistance Program , Wellbeing Programs, Family Support Programs

• Financial – 401k, Life, Accidental Death & Dismemberment, Disability

Location(s)

Kraft Heinz is an Equal Opportunity Employer – Underrepresented Ethnic Minority Groups/Women/Veterans/Individuals with Disabilities/Sexual Orientation/Gender Identity and other protected classes. In order to ensure reasonable accommodation for protected individuals, applicants that require accommodation in the job application process may contact NAZTAOps@kraftheinz.com for assistance.