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 materials 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 Electric is a $4.2B publicly traded company (NASDAQ:LECO) with over 12,000 employees around the world, with operations in 71 manufacturing and automation system integration locations across 21 countries and maintains a worldwide network of distributors and sales offices serving customers in over 160 countries.

 

Location: Reno 
Employment Status: Hourly Full-Time 
Function: Customer Experience 
Pay Range: ($31,905.34 - $59,252.77)
Target Bonus: 5.0%
Req ID: 27071 

 

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Job Summary

We are seeking a reliable, motivated, and hardworking Technical Support Specialist to join our team in Reno, NV. The job consists of providing user support, training, documentation, and problem solving for customers and sales representatives.  The role requires the ability to create and use troubleshooting procedures to isolate mechanical, software and/or operational errors, and identifying possible product failure trends.

Job Responsibilities Provide a superior customer experience through general support and troubleshooting to end-users Communicate with customers via phone, email, or in person Document case history and resolution of customer inquiries Effectively contribute to achieve key performance indicators and metrics Follow department policies, procedures and guidelines Manage multiple tasks and prioritize successfully Diagnose hardware and software faults/problems, assist in remote software upgrades
Make service parts recommendations and interface with internal departments to ensure complete problem resolution
Identify and escalate priority issues and route to proper department personnel
Follow-up and make scheduled callbacks to customers when necessary
Research required information using available resources
Provide technical support documents and troubleshooting guides to customers
Participate in continuous improvement, training, and development of department resources
Build and maintain customer relationships
Creates and develops technical, service, policy/procedure, and instructional content
Identify the technical information appropriate for the general user
Develops and maintains a repository for customer-facing and technical information
Coordinates document reviews and maintains change control
Performs reviews on all documentation to ensure information is up-to-date
Stays current with product development and engineering changes to all systems Provide resources to support and train internal employees Position is 5 days per week, onsite at Reno, NV facility Other tasks as assigned Education and Experience High School Education or GED Associates Degree or Technical Certificate preferred 2 years minimum experience in Call Center preferred Interpret and communicate technical information including flow charts, diagrams, procedures and schematics Must have successful customer support experience Proper phone etiquette Computer proficiency required Excellent verbal and written communication Strong analytical skills; creative problem solver High level of professionalism, integrity; good judgment & decision-making skills CNC knowledge and CAD experience preferred; Will provide training Physical Demands and Working Conditions Physical demands:  While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear.   Repetition with activity; computer work.  Position requires the use of headset/microphone Work environment:  The noise level in the work environment is usually moderate

 

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.