Senior Technical Service Analyst
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 materials 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 Electric is a $4.2B publicly traded company (NASDAQ:LECO) with over 12,000 employees around the world, with operations in 71 manufacturing and automation system integration locations across 21 countries and maintains a worldwide network of distributors and sales offices serving customers in over 160 countries.
Location: Remote - Ohio
Req ID: 28135
Purpose
Serve as the subject matter expert for analysis, interpretation, and communication of service data from multiple sources. Identify and communicate service trends (including financial impact), support response plans for critical customer issues, and mentor less experienced analysts. Lead or participate in projects to put corrective actions into place or to improve our customer service levels, efficiency, or field quality/service reporting processes or systems.
Job Description (Duties & Responsibilities)
- Independently analyze and interpret service and parts-related data from available sources (e.g., warranty data, product sales, CRM, financial and manufacturing files).
- Identify service trends in a timely manner and communicate findings (including associated financial impact) to leadership and key stakeholders.
- Formulate and communicate response plans to critical customer issues; provide ongoing analysis and reporting through issue resolution.
- Lead or participate in corrective action projects and initiatives that improve customer service levels, efficiency, or field quality and service reporting processes/systems.
- Lead, manage, or participate in projects to implement new reporting mechanisms, systems, or process improvements that enhance quality, timeliness, and visibility of relevant customer service data.
- Mentor and coach less experienced personnel; provide guidance and support as needed (including leadership coverage in the absence of the manager, as applicable).
Basic Requirements
- Bachelor’s degree or equivalent experience
- 5+ years of experience demonstrating an analytical skillset in a corporate environment; manufacturing, sales, and/or customer service experience typically achieved with 5–8 years of work experience.
- Intermediate proficiency in Microsoft 365 applications
- Intermediate proficiency (or the ability to attain intermediate proficiency) in business applications such as SAP, Salesforce, and BI reporting tools.
- Excellent written and verbal communication skills.
- Proven project management skills; ability to perform detailed work accurately and effectively under deadlines and changing priorities.
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.
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Welding, CRM, Fabrication, Project Manager, SAP, Manufacturing, Technology