Technical Support Engineer

LECO · St Joseph, MI · 2 wk ago

Information TechnologyFull-time

For over 90 years, LECO has been a leader in the development and production of world-class laboratory instruments delivering state-of-the-art products nationwide and across the globe. Located in St. Joseph, Michigan, LECO continues to be a family-owned company that understands the value of shared interests, long-term stability, loyalty, and trust.

Schedule

Full Time: 8:00am – 5:00pm, Monday – Friday

About the Role

The primary functions of this position involve answering phone calls and emails from customers as well as field service engineers in need of technical assistance. Use proficient troubleshooting skills and a variety of available resources to provide resolutions for many different situations. Cross-department communication is required to provide complete solutions, including (but not limited to): sales, order desk, quality, training, and engineering.

Responsibilities

Provide excellent customer service with a customer-focused mindset.
Demonstrate analytical troubleshooting and problem-solving abilities with high attention to detail.
Exhibit strong organizational, time management, and multitasking skills in a fast-paced support environment.
Provide technical support to customers via email and telephone, as well as to LECO field technicians for Analytical and Metallographic equipment.
Log details following interactions with customers in Oracle.
Work with the scheduling team to “launch” service calls.
Use resources (Printroom, Oracle, Knowledge Base, Instruction Manuals, etc.) to find specific part numbers, drawings, or other information that is otherwise inaccessible.
Quickly learn new technologies.
Strong computer literacy, proficiency in Windows and Microsoft Office; experience with ticket management software will be beneficial.
Ability to work both independently and collaboratively within cross-functional teams.

Requirements

Strong technical, organizational, and problem-solving skills.
Excellent attention to detail.
Ability to work independently, as well as in a team environment.
Possess excellent verbal and written communication skills.
Strong computer skills and proficiency in Microsoft Office Suite.
Ability to multi-task in a fast-paced environment.
Maintain a positive, professional character in stressful situations.

Qualifications

Minimum of a two-year Technical or Industrial degree, or related Military training.