Separation Science Internal Sales/Service Coordinator
For over 80 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:
This position based in St. Joseph, Michigan serves as lead between sales and service providing service support to customers by email/phone. Additionally, the candidate will be the point of contact for Technical Field Service Engineers and customers. The candidate is responsible for selling after-care service for our instrumentation and developing new opportunities. The candidate should have a good understanding of Separation Science products such as GC/MS, good communication and troubleshooting skills. The job requires someone who is capable of working in a high-speed environment with excellent organizational skills.
Position Responsibilities:
- Maintain expert level of product knowledge
- Provide field support to LECO engineers working remotely
- Provide technical support to customers (domestic and global) through email, phone or by using LECO remote diagnostic tools
- Coordinate, and track all open service calls in a timely manner to efficiently serve our customers
- Coordinate new instrument installation schedules with customers and follow up with customers after sale/service to gain feedback on instrumentation
- Provide feedback to the Customer Support Manager regarding projects status (domestic and global)
- Coordinating with members of the group in generating Return Material Authorization notes to be entered into Oracle database
- Assist in the set-up of instruments to be used during training sessions and other training related tasks in preparation of Training classes
- Liaison with Sales and the Applications group in addressing customer needs
- Help resolve daily customer concerns (both software- and hardware-related) and maintain professional customer relationships
- Responsible for managing Service Contracts and Consumable sales for new and existing customers
- Input details and conversations into CRM
- Effectively communicate the value of Service Contracts to end users and sell Service Contracts after point of sale to new and existing customers
- Build relationships with current customers and potential customers to understand their needs and requirements
- Maintain an existing database of past instruments and details of current state
Position Requirements:
- Computer skills: Microsoft Office with above average Excel capabilities
- Must be able to operate independently and have strong interpersonal and customer communication skills
- Comfortable with and able to troubleshoot advanced analytical instrumentation
- Knowledge with Oracle Database preferred but not required
- Ability to perform routine instrument maintenance operations safely and effectively
- Collaborative team-based attitude with willingness to learn
- Ability to give presentations with clarity
- Ability to understand and adapt product capabilities to customer’s needs where applicable
Education/Certifications:
- Minimum* of Associates Degree in the physical sciences; background in analytical chemistry a plus.
*Special consideration for recent graduates is a possibility depending on skills and depth of knowledge on relevant technology.
EOE M/F/VET/Disability
