About this role
<div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Mission of the Role</b></H2> </div><div><p><strong>*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. </strong></p> <p>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.</p></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Key Responsibilities</b></H2> </div><div><ul> <li>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.</li> <li>Knowledgeable on end-user technical support including “how-to” questions, routine maintenance activities, configuration, upgrades, minor enhancements, customization, features, and functionality.</li> <li>Knowledgeable on SLA for key customers, priorities, and emergency escalation paths. Proficient at gauging the difficulty of requests while considering priority.</li> <li>Primary phone and email support role to solve customer needs and requests promptly while striving to exceed department responsiveness goals.</li> <li>Provide internal and external customers with answers to general questions regarding sales tools, product specifications, product information, etc.</li> <li>Handle basic customer situations upholding and/or improving customer perception of SICK, solve, or escalate as appropriate, customer problems as expeditiously as possible.</li> <li>Review technical support documents, application solution write-ups, FAQs, and other supporting materials.</li> <li>Answer customer phone calls professionally and consistently; interface customer calls with the CRM system.</li> <li>Use CRM system for all customer and sales process data to ensure proper documentation and retention.</li> <li>Guide customers to the best resources to fit their needs including technical support, distribution information, and other relevant information the customer may require.</li> <li>Provide a highly responsive service-oriented interface for Field Sales, distributors, and customers.</li> <li>Document and escalate recurring themes found in customer comments and/or complaints, ensure the information is given to the right people to resolve problems.</li> <li>Conduct post-sale customer surveys to determine their satisfaction with equipment and answer any questions regarding problems or issues; document information gathered in CRM.</li> <li>Carry out other duties and responsibilities as may be assigned or required.</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Key Qualifications</b></H2> </div><div><ul> <li><strong>Experience</strong>: 0-2 years of experience in Technical Customer Care. Ideally in technical hardware, instrumentation or sensors.</li> <li><strong>Education</strong>: Associate’s Degree in a technical field. Bachelor’s degree in engineering preferred.</li> <li><strong>Certifications</strong>: No certification is required.</li> <li><strong>Position-specific Qualifications</strong>: <ul> <li>Able to communicate effectively within the organization as well as with customers regarding technical issues.</li> <li>Occasional travel for training and customer interactions (up to 10%).</li> <li>Able and willing to work alternative schedules including weekend, and on-call hours as needed.</li> <li>Legally permitted to work in the United States.</li> <li>Strong attention to detail, problem-solving, analytic troubleshooting, and organizational skills.</li> <li>Ability to prioritize tasks and meet deadlines.</li> </ul> </li> <li><strong>Computer/Technological</strong>: Professional competence with Microsoft Office (Word, Excel, PowerPoint, Outlook and internet applications), CRM and SAP experience preferred.</li> <li><strong>Language</strong>: Professional written and spoken fluency in English required.</li> <li><strong>Schedule</strong>: Generally Monday to Friday – unless hired for an off shift position, full time; be on-call on some overnights and weekends.</li> <li><strong>General Working Conditions</strong>: Be able to work in an office environment.</li> <li><strong>Travel:</strong> Occasional travel for training and customer interactions (up to 20%).</li> <li><strong>Physical Demands</strong>: General office environment space and exposure. Computer monitor more than 4 hours a day.</li> <li><strong>Work Status</strong>: 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.)</li> </ul></div></div><div style="padding:10.0px 0.0px;border:1.0px solid transparent"><div style="font-size:18.0px;word-wrap:break-word"><H2 style="font-size:1.0em;margin:0.0px"><b>Compensation</b></H2> </div><div><p>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.</p> <ul> <li><strong>Starting Base Annual Salary Range</strong>: $46,480 - $69,025</li> <li><strong>Bonus Eligibility</strong>: This role is NOT eligible for an annual bonus.</li> </ul></div></div></div>