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:

1. Is a Lincoln Electric employee with at least 1 year of service
2. Is NOT on an active Performance Improvement Plan (PIP)

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Purpose

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

Basic Requirements

• 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

Competencies

• Support Coworkers

• Champion Customer Needs

• Value Others

• Deliver High Quality Work

• Take Initiative

• Display Creativity

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.