Product Specialist - Tech Support

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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  .

Location:

Reno
Employment Status:
Hourly Full-Time
Function:
Customer Experience
Pay Range: ($21.00 - $26.00)
Target Bonus: 5%
Req :
30280

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-solvingassistancefor customers and sales representatives. The role requires the ability toutilizetroubleshooting procedures to diagnose and resolve mechanical, software, and operational issues whileidentifyingpotential product failure trends and opportunities for continuous improvement.

• Providea superior customer experience via phone, e-mail, remote support, or in-person interaction
• Maintain high-quality customer service standards while responding to customer inquiries and concerns
• Manage multiple tasks and prioritize work effectively in a fast-paced environment
• Provide general supportto end usersregardingproducts, services, training materials, troubleshooting guides, and technical resources
• Utilize Salesforce and case management tools to document, track, and resolve customer issues
• Support departmental key performance indicators (KPIs) related to responsiveness, customer satisfaction, and case resolution
• Develop andmaintainin-depth technical knowledge of company products and systems to support customer issue resolution
• Diagnose hardware, software, mechanical, and operational issues and provide effective solutions
• Troubleshoot cutting performance issues and elevate complex concerns to the appropriate department when necessary
• Assist customers with software updates, system configuration, and remote troubleshooting support
• Make service parts recommendations and collaborate with Customer Service to ensure a positive customer experience
• Identify and elevate priority issues to appropriate personnelfortimelyresolution
• Research information using available resources to effectively address customer concerns

• Follow up with customers and conduct scheduled callbacks as needed
• Communicate needs for technical support documentation to improve response times and customer satisfaction
• Promote continuous improvement initiatives, training resources, and troubleshooting tools within the department
• Stay current on product updates, system changes, andnew technologies
• Build andmaintainstrong customer relationships
• Perform general duties as assigned and assist in other areas as workload allows

• High School Diploma/GED or 5+ years of equivalent work experience
• 1+ year of previous customer service or technical support experience required
• Strong computer skills, including Microsoft Excel, Word, and SAP
• Excellent verbal and written communication skills
• Strong analytical and…