Product Specialist - Tech Support

Lincoln Electric•Goldsboro, NC

10d•$21 - $26

About The Position

Lincoln Electric is seeking a reliable, motivated, and hardworking Technical Support Specialist to provide user support, training, and problem-solving assistance to customers and sales representatives. The role uses troubleshooting procedures to diagnose and resolve mechanical, software, and operational issues, while identifying product failure trends and opportunities for continuous improvement. The position is hourly, full-time, and located in Reno, with a stated pay range of $21.00–$26.00 and a target bonus of 5%.

Requirements

High school diploma/GED or five or more years of equivalent work experience.
At least one year of previous customer service or technical support experience.
Proper phone etiquette and professional customer interaction skills.
Strong computer skills, including Microsoft Excel, Word, and SAP.
Excellent verbal and written communication skills.
Strong analytical and problem-solving abilities.
High level of professionalism, integrity, sound judgment, and decision-making ability.
Must be a U.S. citizen or U.S. permanent resident.

Nice To Haves

Associate degree or technical certification.
At least two years of experience supporting industrial electrical systems, including wiring, control panels, components, and related equipment.
Call center experience.
CRM experience, including Salesforce.
CNC machinery knowledge.
CAD experience.

Responsibilities

Provide a superior customer experience by phone, email, remote support, or in-person interaction.
Respond to customer inquiries and concerns while maintaining high-quality customer service standards.
Manage multiple tasks and prioritize work effectively in a fast-paced environment.
Provide end users with general support regarding products, services, training materials, troubleshooting guides, and technical resources.
Use Salesforce and case management tools to document, track, and resolve customer issues.
Support departmental KPIs related to responsiveness, customer satisfaction, and case resolution.
Maintain in-depth technical knowledge of company products and systems to resolve customer issues.
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.
Recommend service parts and collaborate with Customer Service to support a positive customer experience.
Identify and escalate priority issues to appropriate personnel for timely resolution.
Research information using available resources to address customer concerns.
Follow up with customers and conduct scheduled callbacks as needed.
Communicate technical support documentation needs 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.