UserAccount Technical Customer Care I

Mission of the Role

*This position is based in our Canton MA SICK office. The person will work a hybrid schedule.

This position is primarily responsible for providing initial technical support on SICKs Sensor products and systems for our customers upholding a positive representation of SICK and providing a level of service that exceeds expectations.

Key Responsibilities

• Provide continuous technical support for assigned products systems and services to SICK direct sales teams distributors integrators and/or customers through telephone conversations and written communication.
• Knowledgeable on end-user technical support including how-to questions routine maintenance activities configuration troubleshooting hardware and software upgrades minor enhancements customization features performance and functionality.
• Knowledgeable on Service Level Agreement (SLA) for key customers priorities and emergency escalation paths. Proficient at gauging the difficulty of requests while considering priority.
• Primary phone and email support role to solve customer needs and requests promptly while striving to exceed department responsiveness goals.
• Handle basic customer situations upholding and/or improving customer perception of SICK solve or escalate as appropriate customer problems as expeditiously as possible.
• Review and create technical support documents application solution write-ups FAQs and other supporting materials.
• Answer customer phone calls professionally and consistently; interface customer calls with the CRM system.
• Use CRM system to capture and process all requests to ensure proper documentation and retention.
• Provide a highly responsive service-oriented interface for Field Sales distributors integrators and customers.
• Document and escalate recurring themes found in customer interactions ensure the information is communicated to the appropriate teams in a timely manner.
• Conduct post-sale customer surveys to determine their satisfaction with equipment and answer any questions regarding problems or issues; document information gathered in CRM.
• Provide internal and external customers with answers to general questions regarding sales tools product specifications product information etc.
• Guide customers to the best resources to fit their needs including technical support distribution information and other relevant information the customer may require.
• Carry out other duties and responsibilities as may be assigned or required.

Key Qualifications

• Experience: 0-2 years of experience in Technical Customer Care. Ideally in technical hardware instrumentation or sensors.
• Education: Associates Degree in a technical field. Bachelors degree in engineering preferred.
• Certifications: No certification is required.
• Position-specific Qualifications:
  • Able to communicate effectively within the organization as well as with customers regarding technical issues.
  • Able and willing to work alternative schedules including weekend and on-call hours as needed.
  • Legally permitted to work in the United States.
  • Strong attention to detail problem-solving analytic troubleshooting and organizational skills.
  • Ability to prioritize tasks and meet deadlines.
  • Skilled at handling concurrent support requests in a fast-paced technical support environment.
• Computer/Technological: Professional competence with Microsoft Office (Word Excel PowerPoint Outlook and internet applications) CRM and SAP experience preferred.
• Language: Professional written and spoken fluency in English required.
• Schedule: Monday to Friday (unless otherwise specified) full time; be on-call on some overnights and weekends.
• General Working Conditions: Be able to work in an office environment as well as a testing lab.
• Travel: Occasional travel for training and customer interactions (up to 10%).
• Physical Demands: General office environment space and exposure. Computer monitor more than 4 hours a day.
• Work Status: Legally permitted to work in the country you are applying and willing to undergo an employment background check. (*This position is not eligible for sponsorship now or in the future.)

Compensation

The base salary is one part of our Total Rewards package and is determined within a range. The starting base salary range for this position is listed below; the actual starting salary will be based on a variety of factors including experience skill set education performance licenses/certifications business needs and other job-related factors as permitted by law.

• Starting Base Annual Salary Range: $46480 - $69025
• Bonus Eligibility: This role is not eligible for an annual bonus.