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Technical Service Associate

2 months ago

Euclid, Ohio, United States Lincoln Electric Full time

Company Overview:
Lincoln Electric stands as the premier authority in the engineering, design, and production of advanced arc welding solutions, automated joining, assembly, and cutting systems, as well as plasma and oxy-fuel cutting equipment. The company also holds a significant global presence in brazing and soldering alloys.

Renowned as the Welding ExpertTM, Lincoln Electric excels in materials science, software development, automation engineering, and application expertise, enhancing customers' fabrication capabilities to contribute to a better world.

Position Overview:
The Associate Technical Service Representative plays a crucial 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:
1. Provide basic sales assistance, welding process guidance, and warranty support through various communication channels.
2. Leverage knowledge of the product line and customer applications to assist the customer base effectively.
3. Address basic inquiries regarding warranty policies and technical sales support.
4. File warranty reports on behalf of customers and utilize the ERP system for stock checks, pricing, and warranty order placements.
5. Generate knowledge content for both external and internal use.
6. Meet departmental and organizational Key Performance Indicators (KPIs).
7. Maintain flexibility in working hours within the contact center environment.
8. Take on additional responsibilities as required to support the company's strategic objectives.

Qualifications:
A Bachelor's degree or progress towards one is preferred. Candidates with a technical school background and an Associate's degree along with a minimum of two years of technical troubleshooting experience will also be considered. Proficiency in a second language is advantageous. Strong verbal and written communication skills are essential, along with intermediate computer and typing skills. The ability to work independently and make informed decisions is crucial. Familiarity with Microsoft Office software is expected, and knowledge of CRM systems (such as Salesforce) and ERP systems (like SAP) is preferred. Skills in multitasking, time management, and attention to detail are key attributes for success in this role. Previous experience in technical customer service is desirable. Lincoln Electric is an Equal Opportunity Employer.