Technical Service Representative

Lincoln Electric • Euclid, OH

1d

About The Position

Provide comprehensive technical support to multiple groups of users including vendors, customers, and internal Lincoln departments.
Job Description
Primarily responsible for handling customer contacts such as e-mails, Live Agent Chat & telephone calls in which customer assistance is required to diagnose and repair operational problems and make decisions on warranty related issues of Lincoln product
Aid in the troubleshooting of machine problems over the phone and on location
Provide customer with information pertaining to our entire product offering
Work closely with Machine R&D, Quality Assurance, Supply Management and Manufacturing personnel to identify, correct and prevent warranty problems
Provide a low-effort customer experience by providing a quick, complete and satisfactory solution
Contribute to and review the troubleshooting and training materials and instruction given to Lincoln field service personnel and customers
May conduct repair training classes for service facilities, distributors and customers
Other functions as assigned by the Customer Service Department management
Work schedule may include variable work hours
Occasional domestic and international travel may be required

Requirements

• Bachelor's Degree preferred or 3-5 years minimum equivalent work experience
• At least two years of experience in electronics or electrical repair is required
• Thorough knowledge of, or the ability to learn about, entire product line
• Demonstrated ability to learn new technology used in the design of new welding machines
• Ability to determine and resolve welding machine performance problems by reading and trouble-shooting electrical wiring schematics & theory of operation
• Exceptional organizational skills
• Excellent written and oral communication skills
• Must be able to make quick decisions and work well with internal and external customers
• An excellent attendance record

Nice To Haves

• Knowledge of a second language, particularly Spanish, preferred

Responsibilities

• Handling customer contacts such as e-mails, Live Agent Chat & telephone calls in which customer assistance is required to diagnose and repair operational problems and make decisions on warranty related issues of Lincoln product
• Aid in the troubleshooting of machine problems over the phone and on location
• Provide customer with information pertaining to our entire product offering
• Work closely with Machine R&D, Quality Assurance, Supply Management and Manufacturing personnel to identify, correct and prevent warranty problems
• Provide a low-effort customer experience by providing a quick, complete and satisfactory solution
• Contribute to and review the troubleshooting and training materials and instruction given to Lincoln field service personnel and customers
• May conduct repair training classes for service facilities, distributors and customers
• Other functions as assigned by the Customer Service Department management

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level