Product Specialist - Tech Support

Lincoln Electric; Reno (NV); In loco; USD 29.000 - 36.000; Tempo pieno

Descrizione del lavoro

Lincoln Electric in Reno, NV is hiring a Technical Support Specialist to provide user support, training, and problem-solving assistance for customers and sales representatives. You will diagnose issues across hardware, software, and operations while identifying product failure trends for continuous improvement.

The role requires strong communication, troubleshooting skills, and the ability to use Salesforce and SAP.

Competenze

• Requires High School Diploma or 5+ years of relevant experience
• 1+ year of customer service or technical support
• Strong computer skills including Excel, Word, SAP
• Excellent verbal and written communication
• Strong analytical and problem-solving abilities
• Professional telephone etiquette
• Must be a US Citizen or US Permanent Resident

Mansioni

• Provide superior customer experience via phone, e-mail, remote support, or in-person interaction
• Maintain high-quality customer service standards while responding to customer inquiries and concerns
• Manage multiple tasks and prioritize work effectively in a fast-paced environment
• Provide general support to end users regarding products, services, training materials, troubleshooting guides, and technical resources
• Utilize Salesforce and case management tools to document, track, and resolve customer issues
• Support departmental KPIs related to responsiveness, customer satisfaction, and case resolution
• Develop and maintain in-depth technical knowledge of company products and systems to support customer issue resolution
• Diagnose hardware, software, mechanical, and operational issues and provide effective solutions
• Troubleshoot cutting performance issues and elevate complex concerns to appropriate department when necessary
• Assist customers with software updates, system configuration, and remote troubleshooting support
• Make service parts recommendations and collaborate with Customer Service to ensure a positive customer experience
• Identify and elevate priority issues to appropriate personnel for timely resolution
• Research information using available resources to effectively address customer concerns
• Follow up with customers and conduct scheduled callbacks as needed
• Communicate needs for technical support documentation to improve response times and customer satisfaction
• Promote continuous improvement initiatives, training resources, and troubleshooting tools within the department
• Stay current on product updates, system changes, and new technologies
• Build and maintain strong customer relationships
• Perform general duties as assigned and assist in other areas as workload allows

Conoscenze

Customer service orientation

Technical troubleshooting

Communication skills

Problem-solving

US citizenship

Formazione

High School Diploma or GED

Associate degree or technical certification (preferred)

Strumenti

SAP

Microsoft Excel

Microsoft Word

Descrizione del lavoro

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Lincoln Electric is a high-performance industrial machinery and technology leader who helps customers manufacture and maintain vital equipment and infrastructure. Lincoln Electric’s innovative solutions enable higher quality and productivity across a variety of processes including welding, cutting, brazing, machining, process automation, and field repair. The Company leverages proprietary technologies and expertise in materials science, power electronics, automation, and intelligent software to help customers build better and achieve resilience in their operations. Headquartered in Cleveland, Ohio, Lincoln Electric is the essential ‘Linc’ that keeps the economy running. The Company operates 71 manufacturing and automation facilities across 20 countries and serves customers in over 160 countries. For more information about Lincoln Electric and its products and services, visit the Company’s website at https://www.lincolnelectric.com .

Location: Reno
Employment Status: Hourly Full-Time
Function: Customer Experience
Pay Range: ($21.00 - $26.00)
Target Bonus: 5%
Req ID:30280

Summary

We are seeking a reliable, motivated, and hardworking Technical Support Specialist to join our team. This positionis responsible forproviding user support, training, and problem-solvingassistancefor customers and sales representatives. The role requires the ability toutilizetroubleshooting procedures to diagnose and resolve mechanical, software, and operational issues whileidentifyingpotential product failure trends and opportunities for continuous improvement.

Job Duties and Responsibilities

• Providea superiorcustomer experience via phone, e-mail, remote support, or in-person interaction
• Maintain high-quality customer service standards while responding to customer inquiries and concerns
• Manage multiple tasks and prioritize work effectively in a fast-paced environment
• Providegeneral supportto end usersregardingproducts, services, training materials, troubleshooting guides, and technical resources
• Utilize Salesforce and case management tools to document, track, and resolve customer issues
• Support departmental key performance indicators (KPIs) related to responsiveness, customer satisfaction, and case resolution
• Develop andmaintainin-depth technical knowledge of company products and systems to support customer issue resolution
• Diagnose hardware, software, mechanical, and operational issues and provide effective solutions
• Troubleshoot cutting performance issues and elevate complex concerns to theappropriate departmentwhen necessary
• Assistcustomers with software updates, system configuration, and remote troubleshooting support
• Make service parts recommendations and collaborate with Customer Service to ensure a positive customer experience
• Identifyand elevate priority issues toappropriate personnelfortimelyresolution
• Research information using available resources to effectively address customer concerns

Job Duties and Responsibilities (Continued)

• Follow up with customers and conduct scheduled callbacks as needed
• Communicate needs for technical support documentation to improve response times and customer satisfaction
• Promote continuous improvement initiatives, training resources, and troubleshooting tools within the department
• Stay current on product updates, system changes, andnew technologies
• Build andmaintainstrong customer relationships
• Perform general duties as assigned and assist in other areas as workload allows

Required Skills

• High School Diploma/GED or 5+ years of equivalent work experience
• 1+ year of previous customer service or technical support experience required
• Strong computer skills, including Microsoft Excel, Word, and SAP
• Excellent verbal and written communication skills
• Strong analytical and problem-solving abilities
• Professional telephone etiquette and customer interaction skills
• High level of professionalism, integrity, sound judgment, and decision-making ability
• Must be a US Citizen or US Permanent Resident

Preferred Skills

• Associate degree or technical certification preferred
• Minimum of two years experience supporting industrial electrical systems, including wiring, control panels, components, and related equipment
• Call center experience
• CNC machinery knowledge
• CAD experience

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.

Nearest Major Market: Raleigh
Job Segment: CNC, Technical Support, CRM, Machinist, SAP, Manufacturing, Technology