Product Specialist - Tech Support

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 :
29628

Lincoln Electric Cutting Systems, a subsidiary of Lincoln Electric,is the manufacturing headquarters for both Torchmate® and Vernon Tool® branded product lines.

We manufactureCNC 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. For more information about Lincoln Electric and its products and services, visit the Company’s website at

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.

• 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 departmentwhen 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 escalation 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…