Technical Customer Care I

SICK, Inc.; Canton (MA); Hybrid; USD 46,480 - 69,025; Full time

Job summary

SICK, Inc. in Canton, MA is seeking a technical customer care specialist to provide initial support for Sensor products and systems. The role is hybrid, based in our Canton office, with responsibilities to uphold a positive representation and exceed customer expectations.

You will support customers, distributors, and field sales, handle SLA awareness, document in CRM, and contribute to technical documentation while working Monday to Friday with on-call nights/weekends.

Qualifications

• Experience: 0-2 years of experience in Technical Customer Care. Ideally in technical hardware, instrumentation or sensors.
• Education: Associate's Degree in a technical field. Bachelor's 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.)

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.

Skills

Technical support

Customer service

Microsoft Office

CRM

SAP

English fluency

Education

Associate's Degree

Bachelor's degree in engineering

Tools

CRM

SAP

Microsoft Office

Job description

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 SICK's 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: Associate's Degree in a technical field. Bachelor's 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: $46,480 - $69,025
• Bonus Eligibility: This role is not eligible for an annual bonus.