Technical Customer Care III

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.