Associate Technical Service Rep

Named by Forbes as one of 2020 World’s Best Employer’s, Lincoln Electric is the world leader in arc welding, robotic welding systems, plasma and oxyfuel cutting equipment and brazing and soldering alloys. Headquartered in Cleveland, Ohio, Lincoln has a worldwide network of manufacturing, distribution, sales and technical support covering more than 160 countries. With 125 years of history, we are well positioned to continue to drive growth and innovation through our talented team.

Req. ID: 19269 

PURPOSE: Associate Technical Service Representative provides basic warranty and technical sales support across the entire product line. They have a basic understanding of the Service Department systems, policies, and procedures.

JOB DESCRIPTION (DUTIES AND RESPONSIBILITIES):

• Basic sales support, welding process support, and warranty support via phone, email, web chat and social media. Utilizes knowledge of product line, welding processes, and customer application to support customer base.
• Answers basic warranty policy questions.
• Answers basic technical sales support questions.
• File warranty reports on behalf of customers.
• Use ERP system to check stock, prices, and place warranty orders as required.
• Generate knowledge content for external and internal use.
• Meet department and organizational KPI’s (Key Performance Indicators).
• Ability to work flexible hours within the contact center.

BASIC REQUIREMENTS:

• Technical school with an Associate’s degree and a minimum of 2 years technical troubleshooting or equivalent.
• Second language preferred.
• Excellent verbal and written communication skills required.
• Intermediate or higher computer and typing skills.
• Ability to work independently and make decisions.
• Skilled in Microsoft Office software.
• Preferred knowledge of CRM system (Salesforce).
• Preferred familiarity with ERP system (SAP).
• Multitasking, time management, and attention to detail is key.
• Preferred technical customer service experience. This is a training position.

Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.

Lincoln Electric does not accept unsolicited resumes from third-party recruiters.  Resumes submitted to any employee(s) of Lincoln Electric without a signed vendor agreement, by the Manager of Recruiting & Training, will become property of Lincoln Electric.  Verbal or written commitments from any other member of Lincoln Electric will not be considered binding terms.  Lincoln Electric will not pay a fee to any third-party recruiter that has not coordinated their recruiting activity through the Recruiting Department.

Employment Status: Salary Full-Time 
Function: Customer Experience 
Section:  Lincoln Cleveland (US10) 

EOE