Technical Support Call Analyst

• 22003869

About Linde:

Linde is a leading global industrial gases and engineering company with 2021 sales of $31 billion. We live our mission of making our world more productive every day by providing high-quality solutions, technologies and services which are making our customers more successful and helping to sustain and protect our planet.

The company serves a variety of end markets including aerospace, chemicals, food and beverage, electronics, energy, healthcare, manufacturing and primary metals. Linde's industrial gases are used in countless applications, from life-saving oxygen for hospitals to high-purity & specialty gases for electronics manufacturing, hydrogen for clean fuels and much more. Linde also delivers state-of-the-art gas processing solutions to support customer expansion, efficiency improvements and emissions reductions.

For more information about the company and its products and services, please visit www.linde.com.

Location: Tonawanda, NY

Job Overview:

The United States Industrial Gas (LGUS) division of Linde, Inc. is currently seeking a Technical Support Call Analyst in Tonawanda, NY. The Analyst will serve as the technical expert on Linde's Cryogenic Supply Systems in the Customer Service Call Center, spending a major proportion of the workday responding to maintenance issues involving Linde Supply Systems. The Analyst will develop and maintain technical knowledge through a program of continuing education within the Customer Service Organization. This involves working in the field with our Customer Service Technicians on a weekly rotation as well as participation in various Customer Service Training Programs.

Primary Responsibilities:

• Handle calls, both inbound and outbound, from internal and external customers (technicians, drivers, sales reps., customers, etc…) requesting information or service on their supply system
• Deliver internal & external satisfaction
• Documentation and coordination of service requests from customers with all relevant information
• Process emails/faxes received from Drivers reporting maintenance issues at customers sites
• Troubleshooting of cryogenic equipment to resolve minor problems on customer systems remotely
• Following up on outstanding issues to ensure they are handled in a timely manner
• Provide information on cryogenic systems
• Configuration and minor troubleshooting of Remote Telemetry Units
• Attend Safety Meetings and participate in a Continuous Education Program
• Working in the field with Customer Service Technicians
• Updating and maintaining databases used for daily Call Center activities
• Entering inventory information
• Maintaining personal knowledge base of Linde products and services
• Activating and deleting Linde Accounts
• Performing a variety of duties in support of initiatives and campaigns undertaken by our Sales, Marketing, Distribution, and Customer Service Organization

Must have strong communication skills and have the ability to interact with all levels of the organization. Must be a team player and also have leadership abilities to assist in decision making. The position will interface with Customer Service Management and Technicians, Sales, Logistics and Operations Management. Must be personable, driven, self-motivated, and customer focused.

The shifts will rotate to cover 6am-10pm Mon-Fri and 8am-2pm Sat-Sun. Must be flexible to cover other shifts as needed by the business.

Qualifications:

• Associate Degree or equivalent technical experience
• 1-2 years Customer Service experience
• Mechanical inclination a plus
• Cryogenic training will be provided by Linde

At Linde, we strive to create a work environment that treats all employees with respect, supports new thoughts and ideas, encourages growth and development, celebrates our differences, and embraces inclusion. Linde is committed to remaining an employer of choice for the diverse, ever-increasing pool of global talent. To learn more, visit About Linde.

We offer a comprehensive competitive benefits package including paid holidays and vacation, health, dental, disability, life insurance, 401(k) (with matching), and pension benefits.

Linde thanks all applicants in advance for their interest; however, only those applicants who are being considered for an interview will be contacted.

All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, age, disability, protected veteran status, pregnancy, sexual orientation, gender identity or expression, or any other reason prohibited by applicable law.

Pay Range: $47,625.00 - $69,850.00