Technical Service Technician

Ecolab • Eagan, MN

4d • Hybrid

About The Position

Ecolab is seeking a Technical Service Technician to provide telephone (virtual) technical service to its sales and service organization and customers. The role supports varied aspects of Ecolab’s business, including Institutional Warewashing, Laundry, and Housekeeping; training is provided as needed. The technician contributes to the effectiveness and productivity of the sales and service organization by delivering accurate and efficient technical information and courteous telephone service, including specialty consultation. The role also contributes to new systems development and the resolution of product and equipment quality problems, prepares reports and follow-up information, completes internal ESRs and case-entry and quality-tracking reports, and takes on special projects.

The position is based at Ecolab’s Schuman Campus in Eagan, Minnesota. After training, the work environment is hybrid, with three days on-site and two days remote. The work shift is listed as Sunday through Saturday. Compensation is $45,700 to $68,600 per year, with the amount determined by factors such as experience, education, training, and geography.

Requirements

• High school diploma or GED.
• At least 3 years of professional experience, preferably in a technical support role.
• At least 2 years of experience with customer interactions or customer service.
• Intermediate proficiency in Microsoft Office Suite applications, including Word, Excel, and Outlook.
• Proficiency in spoken and written English.
• Ability to troubleshoot operational, preventative maintenance, and training issues remotely.
• Customer service skills and proficiency, with prior customer-facing experience.
• Ability to solve product and equipment system application problems over the phone, often with limited background information.
• Comfort asking probing questions to obtain information needed to provide effective consultation.
• Verbal and written language skills sufficient to discuss technical subjects and courteously provide phone service.

Nice To Haves

• Bilingual ability, especially Spanish.
• Bachelor’s degree or progress toward a bachelor’s degree.
• Basic math skills to calculate consumption, flow rate, concentration, use cost, and dilution rates.
• Familiarity with ticketing systems and video communication platforms.

Responsibilities

• Provide telephone (virtual) technical service to Ecolab’s sales and service organization and customers.
• Deliver accurate and efficient technical information to support end-use customers.
• Cover routine calls of mid-level complexity within areas of competence.
• Provide accurate and courteous telephone service within performance standards, including specialty consultation.
• Contribute to new systems development and resolve product and equipment quality problems.
• Prepare special reports promptly and transfer follow-up information by email or phone.
• Complete internal ESRs, case entries, and quality-tracking reports accurately and on time.
• Complete special project assignments.
• Troubleshoot day-to-day operational, preventative maintenance, and training issues remotely.

Benefits

• On-the-job training from subject matter experts.
• Access to resources, tools, and technology.
• Career development support.
• Comprehensive and market-competitive benefits for associates and their families.

What This Job Offers

• Job Type: Full-time
• Education Level: High school or GED