The Technical Support Expert Welding has a strong connection to the trade of welding and technology and can work independently as well in a team setting. This position is responsible for using in-depth and advanced Fronius equipment knowledge to support Fronius customers. The Technical Support Expert Welding provides equipment support to internal and external customers and promotes the Fronius brand in the welding industry with the goal of increasing market share. Excellent communication and electrical skills are required to be successful in the role.
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.
- Diagnoses 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.
- Assist customers with product availability, pricing, quotations, bid requests, equipment documentation, technical troubleshooting, and special support situations.
- 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.
- All other duties as assigned by management.
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, Power Point
- Ability to work independently and/or remotely
- Candidate must be able to work with a team or alone as the need arises
- Candidate has a high degree of problem-solving skills
- Ability to work on multiple projects
- 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
- Ability to bend and reach, with repetitive motion
- Hearing, naturally or with aids
- Vision 20/20, with or without correction
- Physical demands of the job include: standing, use of hands to manipulate objects, talking, hearing, looking, typing, walking, twisting, and bending
- 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
- Employees will perform duties in an office environment and a field setting
- Employees will be occasionally exposed to tripping hazards
- The noise level in the work environment is usually low to medium
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
Fronius USA, LLC is proud to offer Equal Employment Opportunities and committed to an inclusive and diverse workplace. All qualified candidates will receive consideration for employment and will not be discriminated against based on race, color, religion, sex, sexual orientation, gender identity, national origin, protected veteran status, disability, age, pregnancy, genetic information, creed, marital status, or any other consideration prohibited by law or by contract.
Are you ready for Fronius? Apply online now and become part of the Fronius family!
