What are the responsibilities and job description for the Technical Service Representative position at Lincoln Electric?
Location: Euclid - 22801
Employment Status: Salary Full-Time
Function: Customer Experience
Pay Grade and Range: AMT010-P2 (Min: $63,904 - Mid $80,00)
Bonus Plan: AIP
Target Bonus: 10.0
Hiring Manager: Justin D Brown
Recruiter: Allison Schock
Internal Candidate Eligibility Criteria
Provide comprehensive technical support to multiple groups of users including vendors, customers, and internal Lincoln departments. Hybrid role, onsite 1 day per week.
Job Description
Employment Status: Salary Full-Time
Function: Customer Experience
Pay Grade and Range: AMT010-P2 (Min: $63,904 - Mid $80,00)
Bonus Plan: AIP
Target Bonus: 10.0
Hiring Manager: Justin D Brown
Recruiter: Allison Schock
Internal Candidate Eligibility Criteria
- Is a Lincoln Electric employee with at least 1 year of service
- Is NOT on an active Performance Improvement Plan (PIP)
Provide comprehensive technical support to multiple groups of users including vendors, customers, and internal Lincoln departments. Hybrid role, onsite 1 day per week.
Job Description
- Primarily responsible for handling customer contacts such as e-mails, Live Agent Chat & telephone calls in which customer assistance is required to diagnose and repair operational problems and make decisions on warranty related issues of Lincoln product
- Aid in the troubleshooting of machine problems over the phone and on location
- Provide customer with information pertaining to our entire product offering
- Work closely with Machine R&D, Quality Assurance, Supply Management and Manufacturing personnel to identify, correct and prevent warranty problems
- Provide a low-effort customer experience by providing a quick, complete and satisfactory solution
- Contribute to and review the troubleshooting and training materials and instruction given to Lincoln field service personnel and customers
- May conduct repair training classes for service facilities, distributors and customers
- Other functions as assigned by the Customer Service Department management
- Work schedule may include variable work hours
- Occasional domestic and international travel may be required
- Bachelor's Degree preferred or 3-5 years minimum equivalent work experience
- At least two years of experience in electronics or electrical repair is required
- Thorough knowledge of, or the ability to learn about, entire product line
- Demonstrated ability to learn new technology used in the design of new welding machines
- Ability to determine and resolve welding machine performance problems by reading and trouble-shooting electrical wiring schematics & theory of operation
- Exceptional organizational skills
- Excellent written and oral communication skills
- Knowledge of a second language, particularly Spanish, preferred
- Must be able to make quick decisions and work well with internal and external customers
- An excellent attendance record
- Support Coworkers
- Champion Customer Needs
- Value Others
- Deliver High Quality Work
- Take Initiative
- Display Creativity