Technical Customer Care

* This position is based in our Bloomington MN, SICK office. The person will work in office four days a week and may work remotely one day a week.

This position is primarily responsible for providing initial technical support to the Strategic Industry Teams and/or customers, upholding a positive representation of SICK, and providing a level of service that exceeds expectations.

• 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 escalates as appropriate to 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 elevate 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.

• 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.
• 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.
• 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
  :
  Generally Monday to Friday – unless hired for an off shift position, full time; be on-call on some overnights and weekends.
• General Working Conditions
  :
  Be able to work in an office environment.
• Travel
  :
  Occasional travel for training and customer interactions (up to 20%).
• 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.)

• Starting Base Annual Salary Range
  :$46,480 - $69,025
• Bonus Eligibility
  :
  This role is NOT eligible for an annual bonus.

SICK is an equal opportunity employer that considers all qualified applicants without regard to race, color, religion, sex, sexual orientation, national origin, disability, or protected veteran status