Technical Customer Care II - Texas, Houston

The announced job offer is made public by the firm: SICK and it was included in jobs list the date of: 2022-10-22 in the website greenenergyjobsonline.com.

It is announced that they have a job offer at the category of Array and the jobs location is in the state of Texas at the city Houston, in the country US - at this current ZipCode: 77020

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This is a Hybrid position in Houston, TX. ABOUT SICK: Today, SICK is a leading manufacturer of factory, logistics and process automation technology worldwide. With more than 1,000 patents for its products, SICK continues to lead the industry in new product innovations. The diversity of its product line allows SICK to offer solutions at every phase of production in the automotive, packaging, electronics, food and beverage, consumer goods, logistics, parcel, material handling, oil and gas, chemical/HPI, power, and cement industries. SICK's expansive product portfolio includes industrial sensors; safety solutions automatic identification; vision encoders; and gas, dust, and flow analyzers. BENEFITS: At SICK, we believe that our employees are the key to achieving our mission and values. SICK's benefit package has long been recognized and valued because of its comprehensiveness and competitiveness in the market. To help our employees make the most of their overall well-being, we are thrilled to provide an outstanding rewards package! See attached benefits summary documents for details! POSITION SUMMARY: This position is primarily responsible for providing initial technical support to the Strategic Industry Teams and/or customers, upholding a positive representation of SICK, Inc. and providing a level of service that exceeds expectations. RESPONSIBILITIES: 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. Be 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, Inc.; solve, or escalate as appropriate, customer problems as expeditiously as possible. Review technical support documents, application solution write-ups, FAQs and other supporting materials. Answers 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 that the customer may require. Provides a highly responsive service-oriented interface for Field Sales, distributors and customers. Document and escalate recurring themes that are found in customer comments and/or complaints, ensure that the information is given to the right people to resolve problems. Conduct post-sale customer surveys in order to determine their satisfaction with equipment and answer any questions regarding problems or issues; document information gathered in CRM. Experienced and technically competent in providing corrective and emergency support, defect detection, and root cause analysis. Mentor / train on products, systems and services to SICK direct sales teams, distributors, and/or customers. Drives growth of key accounts, products, systems, and service. Recommend process improvement solutions. Carry out other duties and responsibilities as may be assigned or required. QUALIFICATIONS: Education and Experience Two-year technical degree or equivalent technical customer service experience required Experience with Gas Analyzers and Flow Measurement for regulatory analysis and/or process measurement technology required. Experience working in waste incineration plants, power, steel or cement plants, oil and gas industry applications, or chemical and hydrocarbon processing (HPI) plants preferred Engineering degree preferred Demonstrated ability to interact with customers successfully preferred Proven experience in a technical, customer facing position Completion of certification program in Technical Customer Service / Customer Support is recommended Other Qualifications Ability to communicate effectively within the organization as well as with customers regarding technical issues. Problem solving skills High level of understanding and knowledge of how to successfully provide technical support to customers over the phone and via email. Computer proficiency with Microsoft (Word, Excel, Outlook, PowerPoint) and Internet applications Occasional travel for training and customer interactions (up to 20%) Ability and willingness to work alternative schedules including weekend, and on-call hours as needed Legally permitted to work in the United States Ability to work in a general office environment CORE COMPETENCIES: Ethics and Integrity Personal Growth and Learning, Customer Focus, Personal Accountable, Building Effective Relationships If you thrive in a fast-paced, team-oriented work environment that offers challenges and the opportunity for growth, we are the place for you! SICK has several locations throughout domestic US and offers competitive wages and an excellent benefits program. Qualified candidates can apply online by clicking the apply online button. Visit us at . Affirmative Action (AA)/Equal Opportunity Employer (EOE) M/F/D/V