• You will be responsible to ensure customer network environment compatibility with our UCC Products. • Flexibility to work overnight shifts on weekends and/or variable hours during the week as needed. • Onboard accounts inside of company SLAs. • Ensure customer satisfaction and confidence throughout the setup process. • Be the lead technical contact on all troubleshooting and integration of our products into the client’s environment. • Integrate existing customer equipment with our cloud pbx system. • Develop APIs and automate services based on customer requirements.

• Anticipate the needs of the Solutions Engineering Team • Designing, developing, and delivering technical presentations and white papers • Creating and delivering Training Materials, Product Demonstrations and Product workshops to One-X organization, customers, and the community • Partner with Product Management, Marketing, Engineering, and Customer Experience teams to support customer engagements • Effectively become a SME on one or more of our products enabling you to assist the field with deep dive technical meetings, large strategic POV’s, blogs, webinars and more

• Provide preventive/general maintenance, breakdown repair, troubleshooting and corrective actions to analytical and metallographic instrumentation • Perform new instrumentation installations as well as updates and upgrade kit installations • Provide training on theory, operation, software, and good maintenance practices • Ensure the work above is performed in accordance with LECO’s ISO accreditation

• The 2nd Line field engineer role is highly technical with a key requirement of good customer service skills. • Engineers are expected to be able to take ownership of issues & requests and see it through to resolution or escalation if required. • Strong communication skills are essential in keeping clients updated either through written or verbal updates. • The role will work closely with our IT Managers and Customer Experience Manager, as well as our Professional Services team who deliver projects and change, and our IT Security team, who focus on ensuring clients data and networks are secure. • The role is highly customer facing, engineers will have direct engagements with clients through onsite support, remote support, walk-ins, telephone and email. • All issues and service requests are raised through a ticketing system and the engineer is responsible for managing and prioritizing their own tickets and workload, while also ensuring they are adhering to the SLA response and resolution deadlines.