Technical Information Specialist

Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. What does that mean? Well, we pump peanut butter into your jar, and the oil in your car. We glue the soles of your shoes, the glass in your windows and the screen on your phone. We spray the finish on your vehicle, coatings on your pills, the paint on your house and texture on your walls. Graco is part of your daily life.

The Technical Support Specialist will provide expert technical support, repair guidance, and troubleshooting assistance for Graco products to enhance customer satisfaction. The Intermediate Technical Support Specialist will develop knowledge of all product lines and become proficient in diagnosing and resolving product and service issues, ensuring prompt and effective communication with field personnel, distributors, and customers. The Intermediate Technical Support Specialist will assist with training, report product defects, and collaborate with internal teams to implement solutions, all while maintaining adherence to ISO procedures and fostering strong relationships with stakeholders.
 

What You Will Do at Graco

Technical Support and Expertise

• Broad product knowledge in all product lines to support field personnel in servicing Graco products.

• Establish sound system troubleshooting and repair skills and knowledge on all assigned equipment.

• Provide troubleshooting and repair assistance through written and verbal communication methods (email, text, VRA, telephone) to Graco customers, distributors, and field personnel.

• Provide application assistance and make equipment recommendations.

• Remain the focal point for communication on product problems, actions, and resolutions.

• Meet department performance measures for response timing and quality.

• Complete standard warranty claims and follow standard business processes.

Training and Knowledge Development

• Attend product training seminars to increase troubleshooting skills, application knowledge, and product awareness.

• Assist in product training sessions, covering basic technical and application aspects to support knowledge sharing within the team. Train and mentor other technical information specialists as needed

• Establish and follow best practices on customer interactions utilizing technical assistance tools and technologies

Product Management and Customer Relations

• Monitor and report product defects to the Customer Care Product Solutions Manager, contributing to ongoing product quality improvements.

• Create new and updated content reference library for quick and accurate product information.

• Establish and maintain a professional, responsive relationship with all Graco customers, distributors and other Graco departments

Quality Control, Communication, and Compliance

• Provide product and technical support to the field as required.

• Maintain knowledge of ISO procedures relevant to responsibilities, including warranty and quality policies, to ensure compliance. Drive escalation of product quality concerns and customer application issues promptly to ensure swift resolution and customer satisfaction.

• Deliver accurate, reliable decision-making information to support timely decision-making and effective resolution of customer inquiries.

What You Will Bring to

• 2-year Technical Degree or equivalent experience  

• 3+ years of technical assistance experience, product development (Lab), product service, sales, or related experience in a similar field

• Experience in product service, with a focus on providing technical support, performing troubleshooting, and resolving customer issues related to product performance.

• Experience working within a service department, including managing service requests, coordinating with technical teams, and resolving customer issues in a timely manner.

• Solid background in electronics, including knowledge of electronic components, circuit design, troubleshooting, and repair.

• Strong background in customer service, with a focus on understanding customer needs, providing timely and effective solutions, and maintaining a positive relationship.

• Proven ability to manage difficult customer interactions with empathy and problem-solving to ensure positive outcomes.

• Skilled in adapting communication style to suit the audience, whether delivering technical information, providing strategic insights, or addressing customer questions.

• Excellent verbal and written communication, presentation, and interpersonal skills.

• Strong PC and data entry skills.

• Strong proficiency in English.

Accelerators

• Global industrial manufacturing experience and knowledge.
• Bachelor’s degree in a technical field
• Training experience
• Electronics & PLC experience
• PC Networking experience
• Wireless Systems Designs & Troubleshooting
• Internet Security experience
• Developer Collaboration & Technical Liaison Experience
• Service department experience
• Customer Service experience
• Additional language skills

Applicants must be legally authorized to work in the United States. This role is not eligible for immigration sponsorship now or in the future (e.g., H-1B, TN, F-1 OPT).

At Graco, you truly make a difference. Your unique talents contribute to our organizational growth and future. Not only do you make a difference, but Graco’s culture empowers employees to create their own career path. Whether you choose to advance within your current department or explore new opportunities in different divisions, you have the ability to build your future. Our managers are here to provide support and guidance as you continue to grow within your career.

Graco has excellent opportunities available to individuals who want to be part of a fast-moving, growing company that is committed to quality, innovation and solving fluid handling problems for our customers. Graco is proud to be named a Best Place to Work by Fortune Magazine in 2016, 2018, 2019, 2021 & 2022. Graco offers attractive compensation, benefits and career development opportunities. Graco’s comprehensive benefits include medical, dental, stock purchase plan, 401(k), tuition reimbursement and more.

Our company uses E-Verify to confirm the employment and eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.

The base pay range for this position is listed below, exclusive of fringe benefits or other compensation.  If you are hired, your final base hourly rate will be determined based on factors such as geographic location, skills, competencies, education, and/or experience.  In addition to those factors, we will also consider internal equity of our current employees.  Please keep in mind that the range provided is the full base salary range for the role.  Hiring at or near the maximum of the range would not be typical to allow for future and continued salary growth.