Technical Support Specialist

Lincoln Electric; Ohio; Remote; USD 42,000 - 59,000; Full time

Job summary

Lincoln Electric, a leader in industrial machinery and technology, seeks an experienced Customer Experience professional to support our customers with robotic welding, cutting and material handling systems. You will troubleshoot, install, program, and document technical issues while training field technicians and ensuring high customer satisfaction.

Applicants bring 5+ years in industrial automation or robotics, experience with ABB or Fanuc platforms, strong electrical troubleshooting, and

Qualifications

• Minimum 5 years experience in industrial automation, integration, field service or robotic arc welding or equivalent.
• Experience with ABB or Fanuc robot platforms.
• Excellent electrical troubleshooting skills.
• Must read and interpret electrical and mechanical prints.
• Proficient with MS Office applications.
• Excellent verbal and written communication skills.

Responsibilities

• Handle incoming technical support calls, emails and chats for customers.
• Coordinate technical issues with appropriate resources for resolution.
• Communicate clearly and follow up with customers in a timely manner.
• Maintain detailed records of interactions to support knowledge sharing.
• Coordinate logistics and technical support for Field Service Technicians.
• Create knowledge content for external and internal use.
• Support repairs and rebuilds documentation and coordination.
• Be flexible with hours to ensure customer support levels.
• Strive for high customer satisfaction in high-pressure situations.

Skills

Interpersonal skills

Team oriented

Detail oriented

Independent worker

Problem solving

Customer-focused

Tools

MS Office

Job description

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: Remote - Ohio

Employment Status: Hourly Full-Time

Function: Customer Experience

Pay Range: ($41,631.43 - $59,473.47)

Target Bonus: 8.0%

Req ID: 30187

Position Summary

This job involves providing technical support of our customers small to large custom robotic welding (arc, spot, laser) and cutting systems, material handling, press transfers, and metal forming systems including the topics of maintenance, troubleshooting system problems, system installation, robot programming, customer training and documentation. Responsibilities also include providing technical support for Field Service Technicians.

Primary Responsibilities

• Handle incoming technical phone support calls, emails and chats for internal and external customers
• Coordinate technical issues with appropriate resources for resolution
• Proper communication and timely follow up with customers
• Maintain detailed records of interactions to enable departmental knowledge
• Coordinate logistics and technical support for LEA Field Service Technicians
• Generate knowledge content for external and internal use
• Facilitate coordination and documentation for repairs and rebuilds
• Ability to work flexible hours to ensure appropriate customer support levels
• Ability to provide high level of customer satisfaction in high pressure situations

Technical Skills Required

• Minimum 5 years experience required in industrial automation, integration, field service or robotic arc welding or equivalent
• Minimum 2 years technical experience with ABB or Fanuc robot platform
• Excellent electrical troubleshooting skills
• Must have experience with GMAW
• Must have the ability to read and interpret electrical and mechanical prints
• Ability to develop and document procedures
• PC literate in MS Office applications
• Excellent verbal and written communication skills are required

Behavioral Skills Required

• Strong interpersonal skills
• Team and detail oriented
• Ability to work independently with little supervision
• Ability to adapt to a dynamic agenda
• Resourceful with strong problem solving skills
• Must be able to solve difficult customer problems

Job Scope

• This job involves providing technical support for our internal and external customers via all communication channels (e.g. phone, chat, email, etc.)

Key Measurements

• Ability to troubleshoot and resolve technical problems.
• Ability to maintain a high level of customer satisfaction and respect.
• Must maintain and update customer project files.
• Must seek additional opportunities for preventive maintenance, training, and field service with customers.

Physical Demands and Work Environment

• Physical demands: Work is usually a mix of sedentary and walking. Use of the telephone is extensive. In the office there is minimal reaching, bending and lifting in relationship to documents and stored records.
• Work environment: This individual may have to sit for long periods of time. The noise level is usually moderate and hours may be irregular.

Performance Standards

• Annual performance appraisal.
• Attainment of annual goals established between supervisor and incumbent.

Equal Opportunity Employer

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.