Technical Support Representative Welding

Fronius; Town of Portage (NY); Hybrid; USD 65,000 - 90,000; Full time

Benefits offered by this job

Flexible schedule

Hybrid work options

PTO and holidays

401(k) matching

Medical, Dental, and Vision coverage

Family medical coverage up to 50%

Employee Assistance Program

Disability insurance

FSA for Health Care and Dependent Care

Job summary

Fronius USA, LLC is seeking a Technical Support Representative Expert Welding who can work independently or in a team to support Fronius customers and promote welding technologies.

This role emphasizes leadership in handling escalated issues, effective communication, and comprehensive documentation using CRM and SharePoint, while providing guidance on spare parts and solutions.

Hybrid schedule with benefits including PTO, health coverage, and a 401(k) plan.

Qualifications

• Strong problem-solving aptitude.
• 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 resolve tensions and diffuse conflicts
• Working knowledge of Windows systems
• MS Outlook, Excel, Word, PowerPoint experience
• Spanish and/or German language skills are a plus

Responsibilities

• 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.
• 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 information.
• Provide technical support across the full range of Fronius Welding Technology products and equipment.

Job description

The Technical Support Representative Expert Welding has a strong connection to the trade of welding and technology and can work independently as well in a team setting. This position is responsible for using in-depth and advanced Fronius equipment knowledge to support Fronius customers. The Technical Support Representative Expert Welding provides equipment support to internal and external customers and promotes the Fronius brand in the welding industry with the goal of increasing market share. Excellent communication and electrical skills are required to be successful in the role.

Tasks and 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.

Requirements

• 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

Health and Safety

Must comply with all safety and health standards established by Fronius USA, LLC and federal, state or local requirements Ability to bend and reach, with repetitive motion Hearing, naturally or with aids Vision 20/20, with or without correction

Physical Demands

Physical demands of the job include: standing, use of hands to manipulate objects, talking, hearing, looking, typing, walking, twisting, and bending Employees could be requested to lift, carry, reach above the shoulder, stoop, squat, kneel, and crouch Employees could be required to lift up to 70 pounds Employees will perform duties in an office environment and a field setting Employees will be occasionally exposed to tripping hazards The noise level in the work environment is usually low to medium

Benefits

• Flexible work schedule with hybrid options
• PTO available immediately plus 11 paid holidays
• Employer matched 401(k)
• Medical, Dental, and Vision covered 100% for employees
• 50% company paid Medical, Dental, and Vision for your family
• Employee Assistance Program
• Short-Term and Long-Term Disability
• Flexible Spending Accounts for Health Care and Dependent Care

Equal Opportunity Statement

Fronius USA, LLC is proud to offer Equal Employment Opportunities and committed to an inclusive and diverse workplace. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status, or any other consideration prohibited by law or by contract.

About Us

We are a family-owned company from Austria active in the electrical and electronics industry. With Fronius Welding, we are continually revolutionising welding technology, while Fronius Solar & Energy focuses on the best possible use of solar energy and optimising battery charging systems for intralogistics. We currently employ around 6,700 people worldwide and are always looking for new colleagues to join us in developing sustainable and forward-looking solutions. What sets us apart? Our outstanding corporate culture, which unites us despite all our diversity and individuality. Our Fronius spirit, our sense of togetherness, is always present. No matter in which area, whether in day-to-day business or at events: we are all part of the community. We are Fronius.