Technical Support Specialist

Technical Support Specialist


Mission of the Role

*This position is based in our Canton MA, SICK office. 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 Agreement (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.
• 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, integrators 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.
• 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 the customer may require.
• Carry out other duties and responsibilities as may be assigned or required.

Key Qualifications

• 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.
  • 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.
  • Skilled at handling concurrent support requests in a fast-paced technical support environment.
• 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 : Monday to Friday (unless otherwise specified), full time; be on-call on some overnights and weekends.
• General Working Conditions : Be able to work in an office environment as well as a testing lab.
• Travel: Occasional travel for training and customer interactions (up to 10%).
• 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.)

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 : $46,480 - $69,025
• Bonus Eligibility : This role is not eligible for an annual bonus.

Information at a Glance