Product Specialist - Tech Support

Product Specialist - Tech SupportLincoln 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.Location: Reno Employment Status: Hourly Full-Time Function: Customer Experience Pay Range: ($21.00-$26.00) Target Bonus: 5%Company Overview Lincoln Electric Cutting Systems, a subsidiary of Lincoln Electric, is the manufacturing headquarters for both Torchmate® and Vernon Tool® branded product lines. We manufacture CNC plasma cutting machines for two distinct applications: pipe profiling (Vernon Tool), and plate cutting (Torchmate). Lincoln Electric is the world leader in the engineering, design, and manufacturing of advanced arc welding solutions, automated joining, assembly and cutting systems, plasma and oxy-fuel cutting equipment, and has a leading global position in brazing and soldering alloys. Lincoln is recognized as the Welding Expert™ for its leading material science, software development, automation engineering, and application expertise, which advance customers' fabrication capabilities to help them build a better world. Headquartered in Cleveland, Ohio, Lincoln has 56 manufacturing locations in 19 countries and a worldwide network of distributors and sales offices serving customers in over 160 countries.Summary We are seeking a reliable, motivated, and hardworking Technical Support Specialist to join our 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.Job Duties and ResponsibilitiesProvide a superior customer experience via phone, e-mail, remote support, or in-person interactionMaintain high-quality customer service standards while responding to customer inquiries and concernsManage multiple tasks and prioritize work effectively in a fast-paced environmentProvide general support to end users regarding products, services, training materials, troubleshooting guides, and technical resourcesUtilize Salesforce and case management tools to document, track, and resolve customer issuesSupport departmental key performance indicators (KPIs) related to responsiveness, customer satisfaction, and case resolutionDevelop and maintain in-depth technical knowledge of company products and systems to support customer issue resolutionDiagnose hardware, software, mechanical, and operational issues and provide effective solutionsTroubleshoot cutting performance issues and escalate complex concerns to the appropriate department when necessaryAssist customers with software updates, system configuration, and remote troubleshooting supportMake service parts recommendations and collaborate with Customer Service to ensure a positive customer experienceIdentify and escalate priority issues to appropriate personnel for timely resolutionResearch information using available resources to effectively address customer concernsFollow up with customers and conduct scheduled callbacks as neededCommunicate needs for technical support documentation to improve response times and customer satisfactionPromote continuous improvement initiatives, training resources, and troubleshooting tools within the departmentStay current on product updates, system changes, and new technologiesBuild and maintain strong customer relationshipsPerform general duties as assigned and assist in other areas as workload allowsRequired SkillsHigh School Diploma/GED or 5+ years of equivalent work experienceProper phone etiquettePrevious customer service or technical support experience requiredStrong computer skills, including Microsoft Excel, Word, and SAPExcellent verbal and written communication skillsStrong analytical and problem-solving abilitiesProfessional telephone etiquette and customer interaction skillsHigh level of professionalism, integrity, sound judgment, and decision-making abilityPreferred SkillsAssociate degree or technical certification preferredMinimum of one year experience of customer service or call center experienceMinimum of two years experience supporting industrial electrical systems, including wiring, control panels, components, and related equipmentCRM experience, including SalesforceCNC machinery knowledgeCAD experienceLincoln 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. Lincoln Electric Holdings