Job Overview:

Linde 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 systemDeliver internal external customer satisfactionDocumentation and coordination of service requests from customers with all relevant informationProcess emails received from Drivers reporting maintenance issues at customers sitesTroubleshooting of cryogenic equipment to resolve minor problems on customer systems remotelyFollowing up on outstanding issues to ensure they are handled in a timely mannerProvide information on cryogenic systemsConfiguration and minor troubleshooting of Remote Telemetry UnitsAttend Safety Meetings and participate in a Continuous Education ProgramWorking in the field with Customer Service Technicians approximately once a month Updating and maintaining databases used for daily Call Center activitiesEntering inventory informationMaintaining personal knowledge base of Linde products and servicesActivating and deleting Linde AccountsPerforming 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 weekly to cover 6am- 4:30pm; 11:30am-10pm Mon-Fri and 8am-2pm Sat-Sun. Must be flexible to cover other shifts as needed by the business.