Customer Support Specialist

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: Remote/Hybrid-Colorado

Employment Status: Salary Full-Time

Function: Customer Experience

Pay Grade and Range: USXX - Grade USXX Salaried 55 ($57,798.98 - $82,569.97)

Bonus Plan: AIP

Target Bonus: 5%

Primary Function

This job involves providing technical support of our customers small to large custom robotic welding (arc, spot, laser) and cutting systems, fume extraction, material handling, press transfers, and metal forming systems including the topics of maintenance, troubleshooting system problems, system installation, robot programming, customer training and documentation. Responsibilities also include providing technical support for Field Service Technicians.

Responsibilities

• Handle incoming technical phone support calls, emails and chats for internal and external customers
• Coordinate technical issues with appropriate resources for resolution
• Proper communication and timely follow up with customers
• Maintain detailed records of interactions to enable departmental knowledge
• Coordinate logistics and technical support for LEA Field Service Technicians
• Generate knowledge content for external and internal use
• Facilitate coordination and documentation for repairs and rebuilds
• Ability to work flexible hours to ensure appropriate customer support levels
• Ability to provide high level of customer satisfaction in high pressure situations
  
  

Education / Training / Experience

• High School Diploma/GED required
• 5 years of experience in a customer focused support role, preferably within the industrial automation, integration, field service or robotic arc welding field
• Excellent electrical troubleshooting skills
• Must have the ability to read and interpret electrical and mechanical prints
• Ability to develop and document procedures
• PC literate in MS Office applications
• Excellent verbal and written communication skills are required
• Experience with fume extraction systems and concepts is preferred
• Experience with GMAW, preferred
  
  

Behavioral Skills Required

• Strong interpersonal skills
• Team and detail oriented
• Ability to work independently with little supervision
• Ability to adapt to a dynamic agenda
• Resourceful with strong problem solving skills
• Must be able to solve difficult customer problems
  
  

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.