Technical Support - Product Specialist

Date: May 5, 2022

Location: Reno, NV, US, 89521

Company: Lincoln Electric

 

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 markets: pipe profiling (Vernon Tool), and plate cutting (Torchmate).

Req. ID: 21109 

 

 

 

 

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 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
  • Manage multiple tasks and prioritize successfully
  • Provide general support to end-users in response to inquiries, concerns, and requests about products, services, training and troubleshooting links and guides
  • Develop depth of  technical skills and product knowledge to support resolution for customer issues
  • Diagnosing hardware and software faults/problems, Upgrading software by documentation or onboard using Logmein 123
  • Troubleshoot cutting performance issues to customer satisfaction. Escalate to Applications when necessary
  • Make service parts recommendations to customers and work with customer service to ensure a good customer experience
  • 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
  • Communicate needs for technical support documents to streamline response times and improve customer experience
  • Promote continuous improvement, training, and troubleshooting resources for the department
  • Stay current with system information, changes, and updates
  • Build and maintain customer relationships
  • Other tasks as assigned

 

Education and Experience

  • High School Education or GED
  • Associates Degree or Technical Certificate preferred
  • Call center background preferred
  • Minimum of two years’ experience of industrial electrical knowledge including wiring, control panels, systems, and components
  • Must have successful customer support experience
  • Proper phone etiquette
  • Computer skills required – Excel, Word, and SAP
  • Ability to speak and write clearly and accurately
  • Exceptional interpersonal, oral, and written communication skills
  • Strong analytical skills; creative problem solver
  • High level of professionalism, integrity; good judgment & decision-making skills
  • Previous experience with CRM preferred
  • CNC knowledge and CAD experience preferred

 

Physical Demands and Working Conditions

The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. 

  • 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.

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 $3.2B publicly traded company (NASDAQ) with over 11,000 employees around the world.  With operations in over 56 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: Hourly Full-Time 
Function: Customer Experience 
Section:  Lincoln Cleveland (US10) 


EOE, including disability/veterans


Nearest Major Market: Reno
Nearest Secondary Market: Tahoe

Job Segment: Technical Support, ERP, Welding, SAP, CNC, Technology, Manufacturing