Product Specialist/Technical Writer

Location: Reno - Reno, NV, United States (US)
Employment Status: Hourly Full-Time
Function: Customer Experience
Pay Grade and Range: USXX-H-38 ($38,751.00 - $55,359.00)
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)

Product Speciaist/Technical Writer

JOB SUMMARY

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

Job Duties and Responsibilities

• Provide a superior customer experience through general support and troubleshooting to end-users
• Communicate with customers via phone, e-mail, or in-person
• Document case history and resolution of customer inquiries
• Effectively contribute to achieve key performance indicators and metrics
• Follow department policies, procedures and guidelines
• Manage multiple tasks and prioritize successfully
• Diagnose hardware and software faults/problems, assist in remote software upgrades
• Make service parts recommendations and interface with internal departments to ensure complete problem resolution
• Identify and escalate priority issues and route to proper department personnel
• Follow-up and make scheduled callbacks to customers when necessary
• Research required information using available resources
• Provide technical support documents and troubleshooting guides to customers
• Participate in continuous improvement, training, and development of department resources
• Build and maintain customer relationships

• Creates and develops technical, service, policy/procedure, and instructional content
• Identify the technical information appropriate for the general user.
• Develops and maintains a repository for customer-facing and technical information.
• Coordinates document reviews and maintains change control
• Performs reviews on all documentation to ensure information is up-to-date.
• Stays current with product development and engineering changes to all systems.
• Provide resources to support and train internal employees.
• Other tasks as assigned

Education and Experience

• High School Education or GED
• Associates Degree or Technical Certificate preferred
  • Call center background preferred
  • Interpret and communicate technical information including flow charts, diagrams, procedures and schematics
  • Must have successful customer support experience
  • Proper phone etiquette
  • Computer proficiency required
  • Excellent verbal and written communication
  • Strong analytical skills; creative problem solver
  • High level of professionalism, integrity; good judgment & decision-making skills
  • CNC knowledge and CAD experience preferred

Physical Demands and Working Conditions

• Physical demands:  While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear.   Repetition with activity; computer work.  Position requires the use of headset/microphone

• Work environment:  The noise level in the work environment is usually moderate.

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.