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.

• 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.

• 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…