Telephone Service Engineer

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

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

Position Summary:

The primary functions of this position involves answering phone calls and e-mails 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 required to provide the complete solution; including (but not limited to): sales, order desk, quality, training, engineering, etc.

Position 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

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