Technical Service Associate
2 weeks ago
Company Overview: Lincoln Electric stands as the global leader in the engineering, design, and manufacturing of advanced arc welding solutions, automated joining, assembly, and cutting systems, as well as plasma and oxy-fuel cutting equipment. Renowned for its expertise in welding, Lincoln Electric excels in materials science, software development, automation engineering, and application knowledge, all aimed at enhancing customers' fabrication capabilities to contribute to a better world.
Position Overview: The Associate Technical Service Representative plays a vital role in delivering fundamental warranty and technical sales support across the complete product range. This position requires a foundational understanding of the Service Department's systems, policies, and procedures.
Key Responsibilities:
- Provide essential sales assistance, welding process guidance, and warranty support through various communication channels.
- Address basic inquiries regarding warranty policies.
- Respond to fundamental technical sales support questions.
- Prepare warranty reports on behalf of clients.
- Utilize the ERP system to verify stock levels, pricing, and to process warranty orders as necessary.
- Create knowledge content for both external and internal purposes.
- Achieve departmental and organizational Key Performance Indicators (KPIs).
- Exhibit flexibility in working hours within the contact center environment.
- Take on additional responsibilities as directed in alignment with the Company's strategic objectives.
- A Bachelor's degree or active pursuit of a degree is preferred.
- An Associate's degree from a technical school with a minimum of 2 years of technical troubleshooting experience will be considered.
- Proficiency in a second language is preferred.
- Exceptional verbal and written communication skills are essential.
- Intermediate or advanced computer and typing skills are required.
- Ability to work independently and make informed decisions.
- Proficient in Microsoft Office applications.
- Familiarity with CRM systems (e.g., Salesforce) is preferred.
- Knowledge of ERP systems (e.g., SAP) is advantageous.
- Strong multitasking, time management, and attention to detail are crucial.
- Prior experience in technical customer service is preferred; this role serves as a training opportunity.
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