Remote Welding Tech Support Specialist

Fronius; Portage (IN); Hybrid; USD 55,000 - 75,000; Full time

Benefits offered by this job

Hybrid options

PTO + holidays

401(k)

100% employee health coverage

Family health coverage

EAP

Disability insurance

FSA

Job summary

Fronius USA, LLC is seeking a Technical Support Expert Welding who combines deep Fronius welding technology knowledge with the ability to work independently or in a team. The role focuses on supporting internal and external customers and promoting Fronius solutions to grow market share.

Responsibilities include guiding customers through troubleshooting, managing escalations to resolution, and maintaining accurate CRM/SharePoint records.

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

Customer service

Follow-through

Conflict resolution

Windows/utilities

Spanish/German

MS Office suite

Remote work

Team player

Team collaboration

Tools

CRM systems

SharePoint

Job description

Fronius USA, LLC is seeking a Technical Support Expert Welding who combines deep Fronius welding technology knowledge with the ability to work independently or in a team. The role focuses on supporting internal and external customers and promoting Fronius solutions to grow market share.

Responsibilities include guiding customers through troubleshooting, managing escalations to resolution, and maintaining accurate CRM/SharePoint records.