Customer Care Operations and Documentation Specialist
SmartCover Systems
Why Badger Meter?
Badger Meter is a leading global water technology company, with a mission to preserve and protect the world’s most precious resource. For more than 100 years, cities and businesses have utilized our innovative and trusted solutions to enhance operational efficiency and conserve water while making it more affordable, clean and resilient. Just like every drop counts, at Badger Meter every employee counts because our contributions have a lasting impact on the world!
Here at Badger Meter, we believe that our approach to diversity, equity, and inclusion is the very foundation of our success. Our commitment is reflected in our core values, where we strive to create an environment that celebrates differences, encourages innovation, and ensures that every voice is celebrated and appreciated.
We understand that a diverse team brings a variety of perspectives and ideas, which ultimately fosters creativity and excellence. Badger Meter provides opportunities for career growth and development for every employee by creating a supportive and inclusive workplace where they can make meaningful contributions while preserving the world’s most precious resource.
What You Will Contribute:
Job Summary
The Customer Care Operations Documentation & Training Specialist will be responsible for creating, maintaining, and administering the documentation, training, and administrative processes that support Customer Care operations specific to Technical Support. Key focus areas include FLASH notices, incident management platforms/processes/procedures, knowledge database and use cases for AI, and alignment with the PPQ (Product, Process, Quality) framework. This role ensures that information is accurate, accessible, and actionable for Customer Care teams, while supporting adoption, compliance, and continuous improvement.
Key Responsibilities
Documentation & Administration
- Develop, standardize, and maintain documentation for FLASH notices, incident management processes, and related Customer Care procedures.
- Ensure all materials align with the PPQ framework, compliance requirements, and audit standards.
- Manage version control, content lifecycle, and accessibility of documentation across platforms (e.g. SharePoint, Confluence, LMS).
- Establish knowledge base and test AI agent user cases
Training & Enablement
- Design, deliver, and evaluate training programs to support Customer Care Technical Support employees on processes, incident management systems, and FLASH protocols.
- Partner with leadership, SMEs, and cross-functional teams to translate technical and process details into clear, engaging training content.
- Support onboarding by providing accessible training modules and updated documentation.
Incident Management & FLASH Processes
- Serve as the process owner/administrator for the incident management platform and FLASH communication process.
- Monitor and document incidents, escalations, and resolutions in alignment with company standards.
- Collaborate with Marketing, Engineering, IT, Technical Support, and Quality teams to refine incident response and communication procedures.
Continuous Improvement & Support
- Evaluate documentation and training effectiveness through audits, feedback, and performance metrics, implement improvements accordingly.
- Proactively identify knowledge gaps and address them through updated documentation, new training content, or improve processes.
- Support technical support initiatives and ensure integration of service-related content into training and documentation.
Qualifications
- Associate’s Degree required; Bachelor’s Degree preferred in Communications, Technical Writing, Business, or related field.
- 3+ years of experience in Customer Care, Technical Service, Training, Documentation, or Operations roles.
- Experience with CRM and ERP platforms (Salesforce experience strongly preferred).
- Familiarity with incident management, large incident communication protocols, and continuous improvement frameworks.
- Strong organization skills with the ability to manage multiple documentation and training projects simultaneously.
- Excellent written and verbal communication; able to translate complex technical concepts into clear documentation.
- Proficiency with documentation and training tools (SharePoint, LMS, Confluence, Articulate, Camtasia, etc.).
- Demonstrated ability to work collaboratively across departments (Customer Care, IT, Marketing, Technical Support, Engineering, Quality).
- Competencies in collaboration, communication, action orientation, and high work standards.
#LI-Hybrid
Competitive Total Rewards at Badger Meter:
Competitive Pay
Annual Bonus
Eligible for Annual Pay Increases
Comprehensive Health, Vision, and Dental Coverage
15 days Paid Time Off + 11 Paid Holidays
Two Ways to Save for Retirement: Badger Meter contributes 25 cents for every dollar you contribute to the plan, up to 7% of your eligible compensation. In addition to the match, the company will also contribute 5% of your eligible compensation to your Defined Contribution account on an annual basis. Additional access to a certified financial planner to help ensure your money is working for you, at no cost!
Employer Paid benefits including: Employee Assistance Program (EAP), Basic Group Life Insurance, Short Term Disability, and more
Educational Assistance – Tuition Reimbursement up to $5,250
Voluntary benefits including: Additional Life Insurance, Long Term Disability, Accident and Critical Illness coverage
Health Savings Account (HSA) & Flexible Spending Account (FSA) options
An Equal Opportunity/Affirmative Action Employer. This company considers candidates regardless of race, color, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status. Applicants can learn more about their rights regarding equal opportunity in employment by viewing the federal "EEO is the Law" poster and the “EEO is the Law” poster supplement at http://www.dol.gov/ofccp/regs/compliance/posters/ofccpost.htm
Badger Meter complies with all aspects of the Americans with Disabilities Act (ADA), as amended by the ADA Amendments Act, and all applicable state or local disability laws. This means that we will reasonably accommodate qualified employees with a disability if accommodation would allow them to perform the essential functions of their job, unless doing so would create an undue hardship.
Privacy Statement
The Employee and Applicant Privacy Statement describes how we collect, use, share, retain, and safeguard applicant information. Please see the privacy statement on our website here.