Remote Welding Tech Support Specialist

Fronius USA; Portage (IN); Hybrid; USD 50,000 - 80,000; Full time

Benefits offered by this job

Hybrid work options

PTO and paid holidays in addition to a

Employer matched 401(k)

Medical, Dental, Vision for employee

Family coverage at 50%

Employee Assistance Program

Short-Term and Long-Term Disability

Flexible Spending Accounts for Health/

Job summary

Fronius USA, LLC is seeking a Technical Support Expert Welding in Indiana to support customers with in-depth welding technology knowledge. You will assist internal and external customers, promote Fronius brand, and document interactions in CRM/SharePoint with a focus on timely resolutions.

The role emphasizes leadership, independent work and teamwork, strong communication, and the ability to work remotely or in hybrid settings in a dynamic welding environment.

Qualifications

• Aptitude for problem solving.
• Help desk experience is a plus.
• Basic electrical knowledge and/or welding experience is a plus.
• Excellent verbal and written communication skills.
• Focused on customer service.
• Ability to focus and follow through to resolution.
• Ability to diffuse tension and resolve the issue at hand.
• Working knowledge of Windows systems and utilities.
• Knowledge of Spanish and/or German a plus.
• Strong knowledge of MS Outlook, Excel, Word, Power Point.
• Ability to work independently and/or remotely.
• Candidate must be able to work with a team or alone as the need arises.
• Candidate has a high degree of problem-solving skills.
• Ability to work on multiple projects.
• Demonstrated ability as a team contributor.

Responsibilities

• Demonstrates strong leadership skills, accountability and a customer focused mindset.
• Takes ownership of escalated customer issues, managing them through to successful resolution while maintaining customer satisfaction.
• Demonstrates strong computer skills.
• Responds promptly and professionally to incoming phone calls and provides effective technical and customer support.
• Manages incoming email inquiries by gathering relevant information, analyzing issues, and delivering timely corrective actions for both routine and complex situations.
• Diagnoses technical issues using customer provided information.
• Guides customers through appropriate troubleshooting and resolution steps.
• Serve as a knowledgeable resource for prospective customers by providing information on Fronius welding technologies and solutions.
• Maintain accurate and comprehensive technical support records using CRM and SharePoint systems.
• Communicate clearly and effectively, both verbally and in writing, ensuring customers receive accurate, concise, and timely information.
• Provide technical support across the full range of Fronius Welding Technology products and equipment.
• Works with existing and prospective customers to provide guidance and support on Fronius Perfect Welding Products.
• Identifies customer needs related to spare parts, consumables, materials, and other stocked items, providing recommendations and solutions to support operational requirements.
• Assist customers with product availability, pricing, quotations, bid requests, equipment documentation, technical troubleshooting, and special support situations.
• Accurately documents all customer interactions, activities, and resolutions within the CRM platform.
• Approaches challenges with professionalism and a positive attitude while fostering collaboration and teamwork to achieve departmental and organizational objectives.
• All other duties as assigned by management.

Skills

Problem solving

Help desk

Electrical knowledge

Communication skills

Customer service

MS Office

Remote work

Team player

Spanish or German

Tools

CRM

SharePoint

Job description

Fronius USA, LLC is seeking a Technical Support Expert Welding in Indiana to support customers with in-depth welding technology knowledge. You will assist internal and external customers, promote Fronius brand, and document interactions in CRM/SharePoint with a focus on timely resolutions.

The role emphasizes leadership, independent work and teamwork, strong communication, and the ability to work remotely or in hybrid settings in a dynamic welding environment.