Technical Support - Product Specialist

Company: The Lincoln Electric Company
Location: Reno
Posted on: January 15, 2021

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