Technical Service Technician

Ecolab Inc. • Eagan, MN

6d • $45,700 - $68,600 • Hybrid

About The Position

Ecolab is seeking a Technical Service Technician to provide telephone (virtual) technical service to Ecolab’s sales and service organization and customers. The role provides technical support across varied areas of Ecolab’s business, including Institutional Warewashing, Laundry, and Housekeeping, with training provided as needed.

The position is based at Ecolab’s Schuman Campus in Eagan, Minnesota, with a hybrid schedule of three days on-site and two days remote following training. The work schedule covers Sunday through Saturday, including weekends and overnights.

Requirements

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

Nice To Haves

• Bilingual skills, especially Spanish.
• Bachelor’s degree or progress toward one.
• Basic math skills for calculating consumption, flow rate, concentration, use cost, and dilution rates.
• Familiarity with ticketing systems and video communication platforms.
• Prior customer-facing experience.

Responsibilities

• Contribute to the effectiveness and productivity of the sales and service organization by accurately and efficiently providing technical information needed to serve end-use customers.
• Provide routine call coverage for mid-level call complexity within areas of competence.
• Deliver 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.
• Provide excellent customer service.

Benefits

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

What This Job Offers

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