Technical Service Representative

Purpose

Provide comprehensive technical support to multiple groups of users including vendors, customers, and internal Lincoln departments.

Job Description

• Primarily responsible for handling customer contacts such as e-mails, Live Agent Chat & telephone calls in which customer assistance is required to diagnose and repair operational problems and make decisions on warranty related issues of Lincoln product
• Aid in the troubleshooting of machine problems over the phone and on location
• Provide customer with information pertaining to our entire product offering
• Work closely with Machine R&D, Quality Assurance, Supply Management and Manufacturing personnel to identify, correct and prevent warranty problems
• Provide a low-effort customer experience by providing a quick, complete and satisfactory solution
• Contribute to and review the troubleshooting and training materials and instruction given to Lincoln field service personnel and customers
• May conduct repair training classes for service facilities, distributors and customers
• Other functions as assigned by the Customer Service Department management
• Work schedule may include variable work hours
• Occasional domestic and international travel may be required

Basic Requirements

• Bachelor's Degree preferred or 3-5 years minimum equivalent work experience
• At least two years of experience in electronics or electrical repair is required
• Thorough knowledge of, or the ability to learn about, entire product line
• Demonstrated ability to learn new technology used in the design of new welding machines
• Ability to determine and resolve welding machine performance problems by reading and trouble-shooting electrical wiring schematics & theory of operation
• Exceptional organizational skills
• Excellent written and oral communication skills
• Knowledge of a second language, particularly Spanish, preferred
• Must be able to make quick decisions and work well with internal and external customers
• An excellent attendance record

Competencies

• Support Coworkers
• Champion Customer Needs
• Value Others
• Deliver High Quality Work
• Take Initiative
• Display Creativity