Product Specialist/Technical Writer

Lincoln Electric - Reno, NV

Full-time - Entry Level

Reno, NV

Machinery Manufacturing

About the position

The Product Specialist/Technical Writer role at Lincoln Electric involves providing technical support and documentation for customers and sales representatives. The position focuses on troubleshooting, user support, and creating instructional content to enhance customer experience and product understanding.

Responsibilities

• Provide a superior customer experience through general support and troubleshooting to end-users.
• Communicate with customers via phone, e-mail, or in-person.
• Document case history and resolution of customer inquiries.
• Effectively contribute to achieve key performance indicators and metrics.
• Follow department policies, procedures and guidelines.
• Manage multiple tasks and prioritize successfully.
• Diagnose hardware and software faults/problems, assist in remote software upgrades.
• Make service parts recommendations and interface with internal departments to ensure complete problem resolution.
• Identify and escalate priority issues and route to proper department personnel.
• Follow-up and make scheduled callbacks to customers when necessary.
• Research required information using available resources.
• Provide technical support documents and troubleshooting guides to customers.
• Participate in continuous improvement, training, and development of department resources.
• Build and maintain customer relationships.
• Create and develop technical, service, policy/procedure, and instructional content.
• Identify the technical information appropriate for the general user.
• Develop and maintain a repository for customer-facing and technical information.
• Coordinate document reviews and maintain change control.
• Perform reviews on all documentation to ensure information is up-to-date.
• Stay current with product development and engineering changes to all systems.
• Provide resources to support and train internal employees.
• Other tasks as assigned.

Requirements

• High School Education or GED required.
• Associates Degree or Technical Certificate preferred.
• Call center background preferred.
• Successful customer support experience required.
• Proper phone etiquette is necessary.
• Computer proficiency required.
• Excellent verbal and written communication skills.
• Strong analytical skills; creative problem solver.
• High level of professionalism, integrity; good judgment & decision-making skills.
• CNC knowledge and CAD experience preferred.

Nice-to-haves

• Experience with schematics and software troubleshooting.
• Knowledge of CAD software.