Technical Service Representative

Lincoln Electric is a high-performance industrial machinery and technology leader who helps customers manufacture and maintain vital equipment and infrastructure. Lincoln Electric's innovative solutions enable higher quality and productivity across a variety of processes including welding, cutting, brazing, machining, process automation, and field repair. 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 is the essential 'Linc' that keeps the economy running. The Company operates 71 manufacturing and automation facilities across 20 countries and serves customers in over 160 countries. For more information about Lincoln Electric and its products and services, visit the Company's website at https://www.lincolnelectric.com.

Location: Euclid - 22801

Employment Status: Salary Full-Time

Function: Customer Experience

Pay Range: ($63,904.00 - $79,880)

Target Bonus: 10.0%

Req ID: 29568

Summary

The Technical Service Representative will provide comprehensive technical support to multiple groups of users including vendors, customers, and internal Lincoln Electric departments. This role plays an important part in delivering a top-notch, customer experience.

Job Duties and Responsibilities

• 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

Basic Requirements

• High school diploma required or 5+ years of equivalent experience
• Bachelors Degree preferred
• 2+ years of experience in electronics or electrical repair is required
• 2+ years of previous customer service or technical support experience preferred
• Bilingual ability preferred, preferably Spanish
• Work schedule may include variable work hours
• Occasional domestic and international travel may be 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

Lincoln Electric is an Equal Opportunity Employer. We are committed to promoting equal employment opportunity for applicants, without regard to their race, color, national origin, religion, sex (including pregnancy, childbirth, or related medical conditions, including, but not limited to, lactation), sexual orientation, gender identity, age, veteran status, disability, genetic information, and any other category protected by federal, state, or local law.