Position Summary

This job involves providing technical support of our customers small to large custom robotic welding (arc, spot, laser) and cutting systems, fume extraction, material handling, press transfers, and metal forming systems including the topics of maintenance, troubleshooting system problems, system installation, robot programming, customer training and documentation. Responsibilities also include providing technical support for Field Service Technicians.

Primary Responsibilities

• Handle incoming technical phone support calls, emails and chats for internal and external customers
• Coordinate technical issues with appropriate resources for resolution
• Proper communication and timely follow up with customers
• Maintain detailed records of interactions to enable departmental knowledge
• Coordinate logistics and technical support for LEA Field Service Technicians
• Generate knowledge content for external and internal use
• Facilitate coordination and documentation for repairs and rebuilds
• Ability to work flexible hours to ensure appropriate customer support levels
• Ability to provide high level of customer satisfaction in high pressure situations

Technical Skills Required

• Minimum 5 years experience required in industrial automation, integration, field service or robotic arc welding or equivalent 
• Excellent electrical troubleshooting skills
• Must have the ability to read and interpret electrical and mechanical prints
• Ability to develop and document procedures
• PC literate in MS Office applications 
• Excellent verbal and written communication skills are required 
• Experience with fume extraction systems and concepts is preferred
• Experience with GMAW, preferred

Behavioral Skills Required

• Strong interpersonal skills
• Team and detail oriented
• Ability to work independently with little supervision
• Ability to adapt to a dynamic agenda
• Resourceful with strong problem solving skills
• Must be able to solve difficult customer problems

Job Scope

This job involves providing technical support for our internal and external customers via all communication channels (e.g. phone, chat, email, etc.).

Key Measurements

Key measurements will include:

• Ability to troubleshoot and resolve technical problems.
• Ability to maintain a high level of customer satisfaction and respect.
• Must maintain and update customer project files.
• Must seek additional opportunities for preventative maintenance, training, and field service with customers.