Telephone Service Engineer
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 and 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 technical support to customers as well as LECO field technicians for Analytical and Metallographic equipment
- Log details following interactions with customers in Oracle
- Prepare information to be entered into SAP for on-site service calls
- Work with scheduler 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
- Provide excellent customer service
Requirements
- Strong technical, organization, 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 proficient in Microsoft Office Suite
- Ability to multi-task in a fast-paced environment
- Maintain positive, professional character in stressful situations
Qualifications
Minimum of a two-year Technical or Industrial degree, or related Military training.