Product Specialist - Tech Support
About The Position
Lincoln Electric Cutting Systems, a subsidiary of Lincoln Electric, is seeking a reliable, motivated, and hardworking Technical Support Specialist to join their team. This position is responsible for providing user support, training, and problem-solving assistance for customers and sales representatives. The role requires the ability to utilize troubleshooting procedures to diagnose and resolve mechanical, software, and operational issues while identifying potential product failure trends and opportunities for continuous improvement. Lincoln Electric is a high-performance industrial machinery and technology leader that 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.
Requirements
- High School Diploma/GED or 5+ years of equivalent work experience
- Proper phone etiquette
- Previous customer service or technical support experience required
- Strong computer skills, including Microsoft Excel, Word, and SAP
- Excellent verbal and written communication skills
- Strong analytical and problem-solving abilities
- Professional telephone etiquette and customer interaction skills
- High level of professionalism, integrity, sound judgment, and decision-making ability
Nice To Haves
- Associate degree or technical certification preferred
- Minimum of one year experience of customer service or call center experience
- Minimum of two years experience supporting industrial electrical systems, including wiring, control panels, components, and related equipment
- CRM experience, including Salesforce
- CNC machinery knowledge
- CAD experience
Responsibilities
- Provide a superior customer experience via phone, e-mail, remote support, or in-person interaction
- Maintain high-quality customer service standards while responding to customer inquiries and concerns
- Manage multiple tasks and prioritize work effectively in a fast-paced environment
- Provide general support to end users regarding products, services, training materials, troubleshooting guides, and technical resources
- Utilize Salesforce and case management tools to document, track, and resolve customer issues
- Support departmental key performance indicators (KPIs) related to responsiveness, customer satisfaction, and case resolution
- Develop and maintain in-depth technical knowledge of company products and systems to support customer issue resolution
- Diagnose hardware, software, mechanical, and operational issues and provide effective solutions
- Troubleshoot cutting performance issues and escalate complex concerns to the appropriate department when necessary
- Assist customers with software updates, system configuration, and remote troubleshooting support
- Make service parts recommendations and collaborate with Customer Service to ensure a positive customer experience
- Identify and escalate priority issues to appropriate personnel for timely resolution
- Research information using available resources to effectively address customer concerns
- Follow up with customers and conduct scheduled callbacks as needed
- Communicate needs for technical support documentation to improve response times and customer satisfaction
- Promote continuous improvement initiatives, training resources, and troubleshooting tools within the department
- Stay current on product updates, system changes, and new technologies
- Build and maintain strong customer relationships
- Perform general duties as assigned and assist in other areas as workload allows
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Education Level
High school or GED
