Technical Support Representative Welding

Tasks And Responsibilities

• Demonstrates strong leadership skills, accountability and a customer focused mindset.
• Takes ownership of escalated customer issues, managing them through to successful resolution while maintaining customer satisfaction.
• Demonstrates strong computer skills.
• Responds promptly and professionally to incoming phone calls and provides effective technical and customer support.
• Manages incoming email inquiries by gathering relevant information, analyzing issues, and delivering timely corrective actions for both routine and complex situations.
• Diagnostics technical issues using customer provided information.
• Guides customers through appropriate troubleshooting and resolution steps.
• Serve as a knowledgeable resource for prospective customers by providing information on Fronius welding technologies and solutions.
• Maintain accurate and comprehensive technical support records using CRM and SharePoint systems.
• Communicate clearly and effectively, both verbally and in writing, ensuring customers receive accurate, concise, and timely information.
• Provide technical support across the full range of Fronius Welding Technology products and equipment.
• Works with existing and prospective customers to provide guidance and support on Fronius Perfect Welding Products.
• Identifies customer needs related to spare parts, consumables, materials, and other stocked items, providing recommendations and solutions to support operational requirements.
• Accurately documents all customer interactions, activities, and resolutions within the CRM platform.
• Approaches challenges with professionalism and a positive attitude while fostering collaboration and teamwork to achieve departmental and organizational objectives.

Requirements

• Aptitude for problem solving.
• Help desk experience is a plus.
• Basic electrical knowledge and/or welding experience is a plus.
• Excellent verbal and written communication skills.
• Focused on customer service.
• Ability to focus and follow through to resolution.
• Ability to diffuse tension and resolve the issue at hand.
• Working knowledge of Windows systems and utilities.
• Knowledge of Spanish and/or German a plus.
• Strong knowledge of MS Outlook, Excel, Word, PowerPoint.
• Ability to work independently and/or remotely.
• Candidate must be able to work with a team or alone as the need arises.
• Demonstrated ability as a team contributor.

Health and Safety

• Must comply with all safety and health standards established by Fronius USA, LLC and federal, state or local requirements.
• Employees could be requested to lift, carry, reach above the shoulder, stoop, squat, kneel, and crouch.
• Employees could be required to lift up to 70 pounds.
• Perform duties in an office environment and a field setting.
• Occasionally exposed to tripping hazards.
• The noise level in the work environment is usually low to medium.

Benefits

• We Offer a Generous Benefit Package Including Flexible work schedule with hybrid options.
• PTO available immediately plus 11 paid holidays.
• Employer matched 401(k).
• Medical, Dental, and Vision covered 100% for employees.
• 50% company paid Medical, Dental, and Vision for your family.
• Employee Assistance Program.
• Short-Term and Long-Term Disability.
• Flexible Spending Accounts for Health Care and Dependent Care.