Senior Welding Tech Support Specialist (Remote)

Fronius; Portage (IN); Hybrid; USD 60,000 - 85,000; Full time

Benefits offered by this job

Flexible work schedule with hybrid opt

PTO available immediately plus 11 paid

Employer matched 401(k)

Medical, Dental, and Vision covered 0

Job summary

Fronius USA, LLC seeks a Technical Support Representative Expert Welding who applies advanced Fronius welding equipment knowledge to support customers both remotely and on-site. You will diagnose issues, guide troubleshooting, and document interactions in the CRM.

In this role you’ll collaborate with sales and service teams, provide information on welding technologies, and promote Fronius solutions to grow market share while delivering reliable, customer-focused support.

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, PowerPoint.
• 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

Customer service

Verbal communication

Written communication

Windows know-how

MS Outlook/Excel/Word/PowerPoint

Remote work ability

Team collaboration

Multitasking

Spanish or German a plus

Tools

MS Outlook

Excel

Word

PowerPoint

Job description

Fronius USA, LLC seeks a Technical Support Representative Expert Welding who applies advanced Fronius welding equipment knowledge to support customers both remotely and on-site. You will diagnose issues, guide troubleshooting, and document interactions in the CRM.

In this role you’ll collaborate with sales and service teams, provide information on welding technologies, and promote Fronius solutions to grow market share while delivering reliable, customer-focused support.