Technical Support Representative Welding

Fronius•Portage, IN

5d•Hybrid

About The Position

The Technical Support Representative Expert Welding has a strong connection to the trade of welding and technology and can work independently as well in a team setting. This position is responsible for using in-depth and advanced Fronius equipment knowledge to support Fronius customers. The Technical Support Representative Expert Welding provides equipment support to internal and external customers and promotes the Fronius brand in the welding industry with the goal of increasing market share. Excellent communication and electrical skills are required to be successful in the role.

Requirements

Aptitude for problem solving
Help desk experience is a plus
Basic electrical knowledge and/or welding experience is a plus
Excellent verbal and written communication skills
Focused on customer service
Ability to focus and follow through to resolution
Ability to diffuse tension and resolve the issue at hand
Working knowledge of windows systems and utilities.
Knowledge of Spanish and/or German a plus
Strong knowledge of MS Outlook, Excel, Word, Power Point
Ability to work independently and/or remotely
Candidate must be able to work with a team or alone as the need arises
Candidate has a high degree of problem-solving skills
Ability to work on multiple projects
Demonstrated ability as a team contributor

Responsibilities

Demonstrates strong leadership skills, accountability and a customer focused mindset.
Takes ownership of escalated customer issues, managing them through to successful resolution while maintaining customer satisfaction.
Demonstrates strong computer skills.
Responds promptly and professionally to incoming phone calls and provides effective technical and customer support.
Manages incoming email inquiries by gathering relevant information, analyzing issues, and delivering timely corrective actions for both routine and complex situations.
Diagnoses technical issues using customer provided information.
Guides customers through appropriate troubleshooting and resolution steps.
Serve as a knowledgeable resource for prospective customers by providing information on Fronius welding technologies and solutions.
Maintain accurate and comprehensive technical support records using CRM and SharePoint systems.
Communicate clearly and effectively, both verbally and in writing, ensuring customers receive accurate, concise, and timely information.
Provide technical support across the full range of Fronius Welding Technology products and equipment.
Works with existing and prospective customers to provide guidance and support on Fronius Perfect Welding Products.
Identifies customer needs related to spare parts, consumables, materials, and other stocked items, providing recommendations and solutions to support operational requirements.
Assist customers with product availability, pricing, quotations, bid requests, equipment documentation, technical troubleshooting, and special support situations.
Accurately documents all customer interactions, activities, and resolutions within the CRM platform.
Approaches challenges with professionalism and a positive attitude while fostering collaboration and teamwork to achieve departmental and organizational objectives.
All other duties as assigned by management.