Technical Support Engineer - Telephone & Field

Socket.dev; Saint Joseph (MI); On-site; USD 52,000 - 64,000; Full time

Job summary

LECO in St. Joseph, Michigan seeks a Telephone Service Engineer to answer phone calls and emails from customers and field service engineers, delivering technical resolutions using troubleshooting skills and collaborating with internal teams to provide complete solutions.

Key duties include supporting analytical and metallographic equipment, logging interactions in Oracle, preparing SAP entries for on-site calls, coordinating with schedulers, and using manuals and the knowledge base to locate

Qualifications

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

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

Skills

Technical troubleshooting

Customer service

Communication skills

Microsoft Office

Multi-tasking

Teamwork

Education

Two-year technical degree

Tools

Oracle

SAP

Knowledge Base

Printroom

Job description

LECO in St. Joseph, Michigan seeks a Telephone Service Engineer to answer phone calls and emails from customers and field service engineers, delivering technical resolutions using troubleshooting skills and collaborating with internal teams to provide complete solutions.

Key duties include supporting analytical and metallographic equipment, logging interactions in Oracle, preparing SAP entries for on-site calls, coordinating with schedulers, and using manuals and the knowledge base to locate