Technical Support - Product Specialist
Company: The Lincoln Electric Company
Location: Reno
Posted on: January 15, 2021
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Job Description:
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: 19304 Job Duties and
Responsibilities Manage calls times & quality of service for
incoming calls to level 1 tech support agents Gathers data from
tech support service tickets (cases) to ensure resolution of
problems & continuous improvement Build and maintain customer
relationships Provide solutions for all calls escalated Identify
and escalate priority issues by working closely with the
manufacturing/engineering teams Drive continuous improvement,
training, and troubleshooting resources for the department Follow
up and make scheduled callbacks to customers in an organized and
timely fashion Develop & publish support documentation for
end-users, including tech bulletins, assembly guides, digital
resources, and video tutorials Stay current with system
information, changes, and updates Manage digital support through
virtual, Live Chat, community, and social media Organize ideas and
communicate oral messages appropriate to listeners and situations
Research required information using available resources as well as
developing new ones Education and Experience High School Education
or GED Associates Degree or Technical Certificate preferred Call
center background required Minimum of 2 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 Working Conditions Position
requires the use of headset/microphone Must be able to sit for long
periods 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 $2.5B publicly traded company (NASDAQ) with over
10,000 employees around the world. With operations in over 40
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
Keywords: The Lincoln Electric Company, Reno , Technical Support - Product Specialist, IT / Software / Systems , Reno, Nevada
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