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Service Support Specialist

Wayne Trail Technologies, a subsidiary of Lincoln Electric, specializes in laser welding, robotic welding and fixturing, press automation, and tube bending/fabricating systems which further strengthens Lincoln Electric?s already strong position as a market leader.


Position Summary:


This position is the primary point of contact in the coordination of customer support and technical service activities, warranty claims, spare parts sales, service call scheduling, and after hour?s service hot line. Builds and maintains effective long term relationships with customer base insuring a high level of customer satisfaction.? Proactively pursues aftermarket service and spare parts opportunities. Provide effective customer service by establishing a working relationship with internal and external customers through proactive and positive communication via in-person, email, telephone, or chat with customers or company associates.


Position responsibilities:




  • Provide technical support, solve problems, and coordinate all service related activities primarily via phone and email while delivering a consistent, positive, and exceptional customer service experience.


  • Builds and maintains effective long term relationships and high level of satisfaction with defined customers creating demand for the parts and service offerings.


  • Lead person for all aftermarket part and service requests and customer communication.


  • Responsible for Service Call and Parts order quotation thru order closing.


  • Responsible for coverage of the after hour?s service hotline.


  • Initiate internal Corrective Action (CAR) process when customer is negatively impacted. Participate in root cause analysis process to assist in identifying and resolving core issue as required.


  • Ensure customer communications, incident follow up, open issues, related tasks are being tracked and completed in a timely manner.


  • Ensure all documentation is thoroughly completed in a timely manner per ISO requirements.


  • Work well with customers, project engineers, assembly technicians, electrical technicians, management, and all support functions.



Essential skills and experience:




  • Technical Degree in Engineering field degree preferred


  • 2-5 years? experience with industrial automation equipment.


  • 5-7 years electrical & mechanical troubleshooting experience preferred.


  • Ability to read and interpret electrical and mechanical prints.


  • Customer Service, Project Management, and Customer Communication experience


  • Excellent communication skills, verbal and written


  • Team Player ? work collaboratively with all areas and associates of the organization.


  • Educational, training, and experience requirements may be modified at the Managements Team?s discretion.



Role qualifications:




  • Focus on Customer Satisfaction and Departmental Performance Metrics.


  • Ability to work flexible hours and be ?on-call? as required to support customer needs


  • Excellent organization, verbal and written communication skills.


  • Customer Focused ? capable of interfacing in a positive manner with all levels of an organization. (Internal & External)


  • PC Literate and competent in MS Office applications.


  • Must be familiar with Company quality objectives and play an active role in reaching continuous improvement objectives.


  • Commitment to company values.



Nonessential skills and experience:




  • FMEA, Equipment Capability, Safety (OSHA, RIA, ANSI Stds.)


  • Occasional Travel 10%



Physical demands and work environment:? The physical demands and work environment characteristics described here are representative of those that must be met by an employee to successfully perform the essential functions of this job.? Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.




  • Physical demands:? While performing duties of job, employee is occasionally required to stand; walk; sit; use hands to finger, handle, or feel objects, tools, or controls; reach with hands and arms; talk and hear. Repetition with activity; computer work.? Specific vision abilities required by the job include close vision, distance vision, color vision, peripheral vision, depth perception, and the ability to adjust focus.


  • Work environment:? The noise level in the work environment is usually moderate.



Qualified applicants will receive consideration for employment without regard to their race, color, religion, national origin, sex, protected veteran status or disability.


Lincoln Electric is a $2.5B publicly traded company (NASDAQ) with over 10,000 employees around the world. ?With operations in over 40 manufacturing locations in 19 countries, we are well positioned to continue this partnership and poised to grow with our customers.?


As a part of that continuing legacy, you will contribute to a new generation of innovation and experience the pride that comes with being part of the solution to the world?s challenges. ?It is a great time to be part of the welding industry!


Lincoln Electric does not accept unsolicited resumes from third-party recruiters. ?Resumes submitted to any employee(s) of Lincoln Electric without a signed vendor agreement, by the Manager of Recruiting & Training, will become property of Lincoln Electric. ?Verbal or written commitments from any other member of Lincoln Electric will not be considered binding terms. ?Lincoln Electric will not pay a fee to any third-party recruiter that has not coordinated their recruiting activity through the Recruiting Department.



 




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