Product Specialist - Tech Support

Company: The Lincoln Electric Company
Location: Reno
Posted on: March 19, 2023

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

Req. ID: -22820 -

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 material 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 has 56 manufacturing locations in 19 countries and a worldwide network of distributors and sales offices serving customers in over 160 countries. For more information about Lincoln Electric and its products and services, visit the Company's website at .


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

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• Provide a superior experience to our customers via phone, e-mail, or in-person
  
• Maintains quality customer service by following organization standards
  
• Provide general support to end-users in response to inquiries, concerns, and requests about products, services, training and troubleshooting links and guides
  
• Proficient with Salesforce and case management
  
• Drive departments KPI's
  
• Develop depth of - technical skills and product knowledge to support resolution for customer issues
  
• Troubleshoot cutting performance issues to customer satisfaction
  
• Make service parts recommendations to customers and work with customer service to ensure a good customer experience
  
• Follow-up and make scheduled callbacks to customers when necessary
  
• Communicate needs for technical support documents to streamline response times and improve customer experience
  
• Promote continuous improvement, training, and troubleshooting resources for the department
  
• Build and maintain customer relationships
  
  
  
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  • Other tasks as assigned
    
    
    
    
    Education and Experience
    
    
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    • High School Education or GED
      
      
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      • Proper phone etiquette
        
        
        
      • Computer skills required - Excel, Word, and SAP
        
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        • Exceptional interpersonal, oral, and written communication skills
          
        • High level of professionalism, integrity; good judgment & decision-making skills
          
          
          
          
          
          
          Physical Demands and Working Conditions
          
          
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          • 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
            
            
            
            
            The Lincoln Electric Company is a government contractor that complies with the requirements of the Vietnam Era Veterans' Readjustment Assistance Act of 1974 and requests priority referrals for protected veterans for our job openings.
            
            
            
            Lincoln Cutting Systems does not accept unsolicited resumes from third-party recruiters. - Resumes submitted to any employee(s) of Lincoln Cutting Systems without a signed vendor agreement, by the Manager of Recruiting & Training, will become property of Lincoln Cutting Systems. Verbal or written commitments from any other member of The Lincoln Electric Company will not be considered binding terms. Lincoln Cutting Systems will not pay a fee to any third-party recruiter that has not coordinated their recruiting activity through the Recruiting Department.
            
            
            
            EOE AA M/F/Vet/Disability
            "Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability"
            
            
            
            
            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

Keywords: The Lincoln Electric Company, Reno , Product Specialist - Tech Support, Other , Reno, Nevada