What are the responsibilities and job description for the Service Operations Assistant position at LECO?
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 (hourly position located in St. Joseph, MI)
Position Summary
This position supports the Service Manager and Field Service Coordinator, ensuring smooth service operations and high customer satisfaction. The role requires attention to detail, strong organizational skills, and effective communication with internal teams and customers.
Position Responsibilities
Administrative & Operational Support
Schedule
Full Time: 8:00am – 5:00pm, Monday – Friday (hourly position located in St. Joseph, MI)
Position Summary
This position supports the Service Manager and Field Service Coordinator, ensuring smooth service operations and high customer satisfaction. The role requires attention to detail, strong organizational skills, and effective communication with internal teams and customers.
Position Responsibilities
Administrative & Operational Support
- Provide comprehensive support to the Service Manager, Service Scheduler, and Field Service Engineers.
- Support the Service Manager in reviewing service reports, expenses, and billing adjustments.
- Act as a liaison between customers and internal departments to resolve service and billing issues.
- Communicate with customers and field service engineers in a friendly and professional manner.
- Review expense documentation and approve Field Service Engineer expenses.
- Prepare estimates and documentation for installations, upgrades, maintenance, and repairs as directed.
- Support the Analytical Service Scheduler in processing service requests, maintaining scheduling systems, and monitoring maintenance agreements, ensuring due dates are met.
- Assist with scheduling Field Service Engineers for installations, maintenance, and repairs.
- Schedule and coordinate field service in the Scheduler’s absence.
- Coordinate with other departments to facilitate warranty replacements and returned goods.
- Identify product or procedural deficiencies and recommend corrective action.
- Maintain records in accordance with LECO’s ISO accreditation and internal procedures.
- Continually look for ways to improve LECO’s products and services.
- Review and take appropriate action on reports covering service quality.
- Any other duties assigned by the Service Manager.
- Strong written and verbal communication skills.
- Detail-oriented with excellent organizational and time management abilities.
- Familiarity with Microsoft Windows and Office, with ability to learn other required software.
- Ability to work in a fast-paced environment while reacting logically with minimal guidance.
- Ability to multi-task, prioritize, and manage time efficiently.
- Strong customer service and problem-solving skills, including deescalating difficult situations.
- Willingness to learn and adapt to changing procedures and technologies.
- Ability to pass background check and substance abuse screenings.
- High School diploma, (associate’s degree or technical background preferred).
- Previous customer service experience.
- Previous experience in logistics or scheduling is advantageous.