Technical Customer Care III

SICK, Inc.; Minneapolis (MN); Hybrid; USD 66,180 - 100,100; Full time

Job summary

SICK, Inc. seeks an experienced technical support professional based in Atlanta, GA, with a hybrid schedule.

The role provides initial technical support for Sensor products, assisting customers, distributors, and field sales while upholding SICK's service standards. Ideal candidates have a strong industrial automation background, an engineering degree, proficiency in MS Office, and excellent communication skills in English.

Qualifications

• 6 years of industrial automation experience with customer interaction.
• Engineering degree preferred; certification in technical customer service recommended.
• Ability to work autonomously and communicate technical issues effectively.
• Strong attention to detail, problem solving, and analytical troubleshooting.
• Proficient with MS Office and able to document issues clearly.
• English fluency required for written and spoken communication.
• Full-time schedule, on-site office environment with some travel.

Responsibilities

• Provide continuous technical support for products, systems, and services to sales teams, distributors, integrators and customers.
• Handle end-user technical support including how-to, maintenance, configuration, and troubleshooting.
• Be familiar with SLAs, prioritization, and escalation paths; maintain CRM records.
• Respond promptly by phone and email; document and retain requests in CRM.
• Create technical support documents, FAQs, and solution write-ups for internal use.
• Mentor colleagues and train on products, systems, and services.
• Drive growth of key accounts and identify process improvements and cost reductions.

Skills

Industrial automation experience

English language proficiency

Strong communication

Customer-facing experience

Problem solving

Education

Engineering degree

Technical customer service certification (recommended)

Tools

Microsoft Word

Microsoft Excel

Microsoft Outlook

PowerPoint

Job description

Mission of the Role

*This position is based in Atlanta, GA. 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 Agreements (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.
• Easily diagnose complex problems.
• Specialize in technologies, customers, and/or systems.
• Experienced and technically competent in providing corrective and emergency support, defect detection, and root cause analysis.
• 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, 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.
• Mentor and train on products, systems, and services.
• Drive growth of key accounts, products, systems, and service.
• Identify and lead process improvements and projects.
• Own improvements and KPIs, efficiency gains, and cost reductions.
• 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 that the customer may require.
• Carry out other duties and responsibilities as may be assigned or required.

Key Qualifications

• Experience: 6 years of industrial automation experience preferred. Demonstrated ability to interact with customers successfully preferred. Specialized knowledge and experience. Proven experience in a technical, customer facing position.
• Education: Engineering degree preferred. Completion of certification program in Technical Customer Service / Customer Support recommended.
• Position‑specific Qualifications
  • Work autonomously as needed within the best interests of the customer.
  • Communicate effectively within the organization as well as with customers regarding technical issues.
  • Strong attention to detail, problem solving, complex decision‑making, analytic troubleshooting, and organizational skills. Able to provide clear and organized direction.
  • High level of understanding and knowledge of how to successfully provide technical support to customers over the phone and via email.
  • Ability to prioritize tasks and meet deadlines.
  • Skilled at handling concurrent support requests in a fast‑paced technical support environment.
• Computer/Technological: Computer proficiency with Microsoft (Word, Excel, Outlook, PowerPoint) and Internet applications.
• Language: Professional written and spoken fluency in English required.
• Schedule: Monday to Friday, full time; on‑call on some weekends and overnights.
• General Working Conditions: Be able to usually work in an office environment and testing lab.
• Travel: Occasional travel for training and customer interactions (up to 20%).
• Work Status: Legally permitted to work in the country you are applying and willing to undergo an employment background check.

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: $66,180 - $100,100
• Bonus Eligibility: This role is not eligible for an annual bonus.