Technical Support Engineer

LECO; Saint Joseph (MI); On-site; USD 40,000 - 60,000; Full time

Job summary

LECO in St. Joseph, Michigan, seeks a customer service specialist to handle phone and email support for customers and field technicians. You will use strong troubleshooting skills and cross-department collaboration to resolve issues with analytical and metallographic instruments.

The role requires clear communication, meticulous organization, and the ability to work both independently and with a team in a fast-paced environment. Proficiency in Windows, Office, and Oracle is expected.

Qualifications

• Two-year technical or industrial degree or related Military training.
• Strong technical and problem-solving skills.
• Excellent verbal and written communication.
• Ability to multi-task in a fast-paced support environment.

Responsibilities

• Provide excellent customer service.
• Assist customers via email and telephone and support LECO field technicians.
• Log details in Oracle.
• Coordinate with scheduling to launch service calls.
• Use resources to find part numbers and information when needed.

Skills

Customer service

Verbal communication

Written communication

Analytical troubleshooting

Time management

Organizational skills

Teamwork

Multi-tasking

Cross-functional teamwork

Technical aptitude

Education

Two-year technical or industrial degree

Military training

Tools

Oracle

Printroom

Knowledge Base

Instruction Manuals

Microsoft Office

Job description

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

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