Field Service Representative

Lincoln Electric is the world leader in the engineering, design, and manufacturing of advanced arc welding solutions, automated joining, assembly and cutting systems, plasma and oxy-fuel cutting equipment, and has a leading global position in brazing and soldering alloys. Lincoln is recognized as the Welding Expert for its leading materials science, software development, automation engineering, and application expertise, which advance customers' fabrication capabilities to help them build a better world. Headquartered in Cleveland, Ohio, Lincoln Electric is a $4.2B publicly traded company (NASDAQ:LECO) with over 12,000 employees around the world, with operations in 71 manufacturing and automation system integration locations across 21 countries and maintains a worldwide network of distributors and sales offices serving customers in over 160 countries.

Location: Mississauga - 939

Employment Status: Salary Full-Time

Function: Sales

Pay Range: ($73,439.00 - $110,159.00)

Target Bonus: %

Req ID: 26963

Job Description

Lincoln Electric is seeking a highly motivated Field Technical Service Representative. This role is crucial in supporting our commercial team and ensuring exceptional customer satisfaction at target accounts. The ideal candidate will possess a strong technical aptitude, excellent communication skills and a passion for providing top-tier service. The Field Technical Service Representative will be the primary technical point of contact for target accounts, providing on-site support, troubleshooting, and coordinating repairs.

Key Metrics

• To maintain and improve CSAT scores on post-service surveys
• Maintain and improve First-Time Fix Rates for key accounts
• Achieve a response time to service requests within 24hrs for key accounts
• Complete service reports and documentation within 24 hrs of job completion
• Retain consumable and equipment metrics at existing customers
• Maintain zero safety incidents or near-misses
  
  

Major Responsibilities

• Provide on-site technical support to key commercial accounts, including troubleshooting, diagnostics, and basic repairs as required and in a timely manner.
• Collaborate with sales personnel, technical specialists, product managers, and customer service to ensure seamless customer support for identified key accounts. Effectively deploying service assets to ensure customer satisfaction.
• Proactively identify and address potential technical issues before they escalate.
• Develop and nurture professional working relationships with maintenance departments at target accounts to understand their specific needs and challenges.
• Collaborate with maintenance departments to establish preventative maintenance programs and schedules for their advanced solutions equipment, ensuring optimal performance and longevity.
• Liaise with internal resources, including engineering, product management, and the service department, to effectively address complex technical service issues encountered at customer sites.
• Assist the commercial team with commissioning and installation of advanced solutions at target accounts. Schedule follow up on site meetings.
• Coordinate complex repairs with the internal service department, ensuring timely and efficient resolution.
• Maintain accurate records of service calls, repairs, and customer interactions.
• Develop and deliver technical training to customers on product usage, maintenance, and basic troubleshooting.
• Provide feedback to the product management team regarding product performance and potential improvements.
• Travel to customer sites within Ontario as required.
• Collaborate with the commercial team to understand customer needs and provide tailored service solutions.
• To attend sales meetings and seminars, maintain accurate record of service activities and customer interactions through the CRM system.
• To fully abide and actively support Lincoln Electric’s Environmental Health & Safety policies, practices and procedures with respect to protecting the environment, the conservation of nature resources and the Health & Safety of all employees.
• To report directly to the Ontario Regional Manager and communicate all relevant matters pertaining to service activities on behalf of the company.
• To conduct any general duties, specific projects and responsibilities as assigned or required by the Ontario Regional Manager in a timely and professional manner.
  
  

Hours of Work

Standard work hours are 8:00am – 5:00pm Monday to Friday. Work schedules depend on the needs of the department you are assigned to and these schedules could change at any time for business reasons. In the commercial and service department, your hours of work can change week to week or month to month based on a number of factors including but not limited to: customer requirements, adhering to customer off shift needs, response to unexpected customer downtime, time zones and travel to other regions for business purposes. You acknowledge the nature of this service position and understand that you are required to adhere to and meet any work schedule changes that might occur in your course of employment with Lincoln Electric Company of Canada LP.

Position Requirements and Factors

The Field Technical Service role requires a proven track record for technical support of advanced solutions at Lincoln Electric. The ideal candidate will be a proactive individual who can effectively address technical challenges, build strong customer relationships, and collaborate seamlessly with the internal service department.

Qualifications

• Proven experience in technical support or field service role.
• Excellent troubleshooting and problem-solving skills.
• Exceptional communication and interpersonal skills, with the ability to build rapport with customers.
• Strong organizational skills and attention to detail.
• Ability to work independently and manage time effectively.
• Minimum 5 years of experience in commercial roles with a focus on large volume target accounts.
• Proficiency in using CRM software (Salesforce).
  
  

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.