Job Description
Job Description
Technical Support 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
Position Summary:
The primary functions of this position involves answering phone calls and e-mails 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 required to provide the complete solution; including (but not limited to): sales, order desk, quality, training, engineering, etc.
Position Responsibilities:
- Provide excellent customer service
- Strong verbal and written communication skills with a customer-focused mindset.
- Demonstrate analytical troubleshooting and problem-solving abilities with high attention to detail.
- Excellent organizational, time management, and multitasking skills in a fast-paced support environment.
- 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.
- Provide technical support to customers via email and telephone as well as LECO field technicians for Analytical and Metallographic equipment
- Log details following interactions with customers in Oracle.
- Work with 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 and able to quickly learn new technologies.
Position Requirements:
- Strong technical, organization and problem-solving skills
- Excellent attention to detail
- Ability to work independently, as well as work 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
Education/Certifications:
- Minimum of a two-year Technical or Industrial degree, or related Military training
EOE M/F/VET/Disability