Technical Service Representative, Group Leader - Advanced Products

Date: Jul 16, 2021

Location: Cleveland, OH, US, 44117

Company: Lincoln Electric

 

Lincoln Electric is a global manufacturer of the highest quality welding, cutting and joining solutions ranging from simple to complex. With over 120 years of service excellence, we are committed to employing talent that will support our strategy to foster innovation and a first class experience for our customers. Lincoln Electric, where the actual is limited and the possible is immense.

Req. ID: 19996 

 

PRIMARY FUNCTION: The Technical Service Representative Group Leader provides in-depth troubleshooting and technical sales support of assigned product groups and is knowledgeable about products across the entire product line. They are highly proficient in the Service Department systems, policies, and procedures.  Capable of managing projects with minimal oversight and making decisions on warranties and customer issues that occur while adhering to company policy. Makes independent decisions about handling customer complaints. Manages, mentors, and coaches less experienced personnel. Service and leadership capacity in absence of manager.  Provides assistance and coaching to less experienced employees.

 

JOB DESCRIPTION (DUTIES AND RESPONSIBILITIES):

  • In-depth technical support on a broad range of products (machine troubleshooting, consumables support, sales support, and warranty, etc.)  via phone, email and web chat.
  • Utilizes deep knowledge of the hardware and software on which our products are based.
  • Understands mechanical aspects of welding equipment operation and has deep understanding of the welding processes and their application.
  • Answers complex warranty support questions and escalates to department management with proposed solutions as needed.
  • Authorized to make warranty preapproval for machine replacements within approval policies.
  • Answers full range of technical sales support questions (products, process, or industry).
  • Manages and provides training, assistance and coaching to less experienced employees.
  • Warranty evaluation for accuracy of symptom vs parts replaced.
  • Respond to escalated customer issues. Understands customer base and value of large customers (representing  importance of certain relationships)
  • Dispatch fleet of loaner machines when customer urgently needs assistance.
  • Make decisions on out of warranty considerations.
  • Maintain Phone and Digital communication channels staffing levels to provide high service levels.
  • Approves PTO while maintaining appropriate staff levels to support service levels
  • Assumes additional responsibilities as needed or directed in support of the Company’s 2025 Strategy.

 

BASIC REQUIREMENTS:

  • Bachelor’s degree in engineering preferred, or eight years of experience.
  • 5 years’ experience in Service related field is required
  • Lincoln Six Sigma Red Belt certified is preferred
  • Advanced troubleshooting skills required
  • Excellent verbal and written communications skills required
  • Proficient in Microsoft Office software
  • Ability to lead and work in teams
  • Project coordination
  • Work under pressure to assist on-site personnel with diagnosing and repairing broken power source OR make independent decision to dispatch machine from loaner fleet to get customer up and running as fast as possible.
  • Manage and coach other employees on how to navigate through these tense and critical customer situations while maintaining empathy and comprehensive solutions.

 

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

 

Lincoln Electric is a $2.5B publicly traded company (NASDAQ) with over 10,000 employees around the world.  With operations in over 40 manufacturing locations in 19 countries, we are well positioned to continue this partnership and poised to grow with our customers. As a part of that continuing legacy, you will contribute to a new generation of innovation and experience the pride that comes with being part of the solution to the world’s challenges.  It is a great time to be part of the welding industry!

 

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, including disability/veterans


Nearest Major Market: Cleveland

Job Segment: Welding, Technical Support, Manufacturing, Technology