Product Specialist

Location: Reno - Reno, NV, United States (US)
Employment Status: Hourly Full-Time
Function: Customer Experience
Bonus Plan: OIP 
Target Bonus: 5.0%
Hiring Manager: Ian Hunter Gibson
Recruiter: Kendra Bartl

Internal Candidate Eligibility Criteria: 
1. Is a Lincoln Electric employee with at least 1 year of service 
2. Is NOT on an active Performance Improvement Plan (PIP)

JOB SUMMARY

We are seeking a reliable, motivated, and hardworking PProduct Specialist to join our team. The job consists of providing user support, training and problem solving for customers and sales representatives, ability to use troubleshooting procedures to isolate mechanical, software and/or operational errors, and identifying possible product failure trends.

Job Duties and Responsibilities

• Provide a superior experience to our customers via phone, e-mail, or in-person
• Maintains quality customer service by following organization standards
• Provide general support to end-users in response to inquiries, concerns, and requests about products, services, training and troubleshooting links and guides
• Proficient with Salesforce and case management
• Drive departments KPI’s
• Develop depth of  technical skills and product knowledge to support resolution for customer issues
• Troubleshoot cutting performance issues to customer satisfaction
• Make service parts recommendations to customers and work with customer service to ensure a good customer experience
• Follow-up and make scheduled callbacks to customers when necessary
• Communicate needs for technical support documents to streamline response times and improve customer experience
• Promote continuous improvement, training, and troubleshooting resources for the department
• Build and maintain customer relationships

• Other tasks as assigned

Education and Experience

• High School Education or GED
  • Proper phone etiquette
• Computer skills required – Excel, Word, and SAP
  • Exceptional interpersonal, oral, and written communication skills
  • High level of professionalism, integrity; good judgment & decision-making skills

Lincoln Electric is an Equal Opportunity Employer. We are committed to promoting equal employment opportunity for applicants, without regard to their race, color, national origin, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation), sexual orientation, gender identity, age, veteran status, disability, genetic information, and any other category protected by federal, state, or local law.