Customer Support Specialist

Lincoln Electric•Fort Collins, CO

1d•Hybrid

About The Position

Lincoln Electric is a high-performance industrial machinery and technology leader who helps customers manufacture and maintain vital equipment and infrastructure. 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 operates 71 manufacturing and automation facilities across 20 countries and serves customers in over 160 countries. This job involves providing technical support for customers' small to large custom robotic welding (arc, spot, laser) and cutting systems, fume extraction, material handling, press transfers, and metal forming systems. This support includes topics such as maintenance, troubleshooting system problems, system installation, robot programming, customer training, and documentation. Responsibilities also include providing technical support for Field Service Technicians.

Requirements

High School Diploma/GED required
5+ years of experience in a customer focused support role, preferably within the industrial automation, integration, field service or robotic arc welding field
Excellent electrical troubleshooting skills
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
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

Nice To Haves

Experience with fume extraction systems and concepts is preferred
Experience with GMAW, preferred

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

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