Technical Customer Care I

SICK Sensor Intelligence is seeking a Technical Customer Care I to provide initial technical support to their Strategic Industry Teams and customers. The role involves offering continuous technical support, addressing customer inquiries, and ensuring a high level of service satisfaction.

Responsibilities

• Provide continuous technical support for assigned products, systems, and services to SICK direct sales teams, distributors, and/or customers through telephone conversations and written communication
• Knowledgeable on end-user technical support including “how-to” questions, routine maintenance activities, configuration, upgrades, minor enhancements, customization, features, and functionality
• Knowledgeable on 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
• Provide internal and external customers with answers to general questions regarding sales tools, product specifications, product information, etc
• Handle basic customer situations upholding and/or improving customer perception of SICK, solve, or escalate as appropriate, customer problems as expeditiously as possible
• Review 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 for all customer and sales process data to ensure proper documentation and retention
• Guide customers to the best resources to fit their needs including technical support, distribution information, and other relevant information the customer may require
• Provide a highly responsive service-oriented interface for Field Sales, distributors, and customers
• Document and escalate recurring themes found in customer comments and/or complaints, ensure the information is given to the right people to resolve problems
• Conduct post-sale customer surveys to determine their satisfaction with equipment and answer any questions regarding problems or issues; document information gathered in CRM
• Carry out other duties and responsibilities as may be assigned or required

Skills

• 0-2 years of experience in Technical Customer Care. Ideally in technical hardware, instrumentation or sensors
• Associate's Degree in a technical field
• Able to communicate effectively within the organization as well as with customers regarding technical issues
• Occasional travel for training and customer interactions (up to 10%)
• 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
• Professional written and spoken fluency in English required
• Generally Monday to Friday – unless hired for an off shift position, full time; be on-call on some overnights and weekends
• Be able to work in an office environment
• Legally permitted to work in the country you are applying and willing to undergo an employment background check
• Bachelor's degree in engineering preferred
• CRM and SAP experience preferred

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