Product Specialist - Tech Support

Company Overview

Lincoln Electric Cutting Systems, a subsidiary of Lincoln Electric, is the manufacturing headquarters for both Torchmate® and Vernon Tool® branded product lines. We manufacture CNC plasma cutting machines for two distinct applications: pipe profiling (Vernon Tool), and plate cutting (Torchmate).

Lincoln Electric is the world leader in the engineering, design, and manufacturing of advanced arc welding solutions, automated joining, assembly and cutting systems, plasma and oxy-fuel cutting equipment, and has a leading global position in brazing and soldering alloys. Lincoln is recognized as the Welding Expert™ for its leading material science, software development, automation engineering, and application expertise, which advance customers’ fabrication capabilities to help them build a better world. Headquartered in Cleveland, Ohio, Lincoln has 56 manufacturing locations in 19 countries and a worldwide network of distributors and sales offices serving customers in over 160 countries. For more information about Lincoln Electric and its products and services, visit the Company’s website at https://www.lincolnelectric.com

Summary

We are seeking a reliable, motivated, and hardworking Technical Support Specialist to join our team. This position is responsible for providing user support, training, and problem-solving assistance for customers and sales representatives. The role requires the ability to utilize troubleshooting procedures to diagnose and resolve mechanical, software, and operational issues while identifying potential product failure trends and opportunities for continuous improvement.

Job Duties and Responsibilities

• Provide a superior customer experience via phone, e-mail, remote support, or in-person interaction
• Maintain high-quality customer service standards while responding to customer inquiries and concerns
• Manage multiple tasks and prioritize work effectively in a fast-paced environment
• Provide general support to end users regarding products, services, training materials, troubleshooting guides, and technical resources
• Utilize Salesforce and case management tools to document, track, and resolve customer issues
• Support departmental key performance indicators (KPIs) related to responsiveness, customer satisfaction, and case resolution
• Develop and maintain in-depth technical knowledge of company products and systems to support customer issue resolution
• Diagnose hardware, software, mechanical, and operational issues and provide effective solutions
• Troubleshoot cutting performance issues and escalate complex concerns to the appropriate department when necessary
• Assist customers with software updates, system configuration, and remote troubleshooting support
• Make service parts recommendations and collaborate with Customer Service to ensure a positive customer experience
• Identify and escalate priority issues to appropriate personnel for timely resolution

Job Duties and Responsibilities, Continued

• Research information using available resources to effectively address customer concerns
• Follow up with customers and conduct scheduled callbacks as needed
• Communicate needs for technical support documentation to improve response times and customer satisfaction
• Promote continuous improvement initiatives, training resources, and troubleshooting tools within the department
• Stay current on product updates, system changes, and new technologies
• Build and maintain strong customer relationships
• Perform general duties as assigned and assist in other areas as workload allows

Required Skills

• High School Diploma/GED or 5+ years of equivalent work experience
• Proper phone etiquette
• Previous customer service or technical support experience required
• Strong computer skills, including Microsoft Excel, Word, and SAP
• Excellent verbal and written communication skills
• Strong analytical and problem-solving abilities
• Professional telephone etiquette and customer interaction skills
• High level of professionalism, integrity, sound judgment, and decision-making ability

Preferred Skills

• Associate degree or technical certification preferred
• Minimum of one year experience of customer service or call center experience 
• Minimum of two years experience supporting industrial electrical systems, including wiring, control panels, components, and related equipment
• CRM experience, including Salesforce
• CNC machinery knowledge
• CAD experience

Work Environment

The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this position.

This position is typically performed in a professional office setting with a moderate noise level. Employees regularly interact with customers, sales representatives, and internal team members through telephone, virtual meetings, and email communications. Occasional visits to manufacturing or production areas may be required to support product troubleshooting, training, or continuous improvement initiatives. When entering production environments, employees will be required to wear appropriate personal protective equipment and follow all company safety policies and procedures.