Product Services Tech - Swing Shift

Job Summary

The Product Services Technician role encompasses all indirect labor positions within the Product Services department. The Product Services Technician is responsible for reviewing product/warranty problems with the Benchmade consumer and the initiation of routine actions or solutions for repair and replacements guided by Benchmade LifeSharp and warranty policies. The Product Services Technician is also responsible for performing the clean/box tasks of warranty knives, all walk-in customer knives, along with a variety of warranty and inspection operations.

Qualifications

• A High School Diploma or GED equivalent.
• 6 months recent experience in a manufacturing environment highly preferred, demonstrating:
• Excellent manual dexterity and ability to handle and assemble small parts.
• Excellent attention to detail.
• Identify mechanical assembly problems.
• Ability to work in a flow line and meet paced production rates.
• Working knowledge of Benchmade knives and model numbers.
• Works well in fast pace highly detailed environments.
• Must be Blood Borne Pathogen (BBP) trained or willing to become trained in BBP.
• Excellent verbal and written communication skills and ability to interpret customer letters/notes.
• Demonstrated ability to work productively within a team.
• Reliable and predictable attendance.
• Experience in a customer service support position, preferably in a manufacturing environment, is preferred.
• Knowledge of Customer Relationship Management (CRM) database highly preferred.
• Understanding of the importance of Customer Intimacy and providing world class service required.
• Ability to multi-task.
• Ability to type 40 wpm preferred but not required.
• Proficient in Microsoft Office Suite products. i.e. Word, Excel etc.
• Physical Demands:
• Lifting up to 25 lbs.
• Data entry for long periods of time.
• Standard PPE is required for this position including: Grading, pressing, or basic assembly could produce flying particles of metal which can cause eye and skin injuries. Wear safety glasses.
• Falling objects could present a foot hazard. Closed toed shoes are required at all times for all positions in the manufacturing area.
• Handling sharp blades can cause lacerations and punctures of the hands and fingers. Cut resistant gloves are available for handling sharp knives.
• Ability to work in a manufacturing environment (exposure to noise, coolants, abrasives, heat, adhesives, and automated and manual equipment).
• Shifts may be 8 to 10 hours in length and may require sitting for the duration of the shift.
• Overtime may be required.

Responsibilities

• Create customer accounts in the ERP system (Syspro) & CRM.
• Review of customer notes from warranty form and/or CRM history notes.
• Create service RMAs with specific customer notes to ensure repair tech performs accurate repair of customer’s knife.
• Confirm receipt, track shipments, and communicate status updated to customer via email.
• Processes service walk-ins.
• Verify customer repairs do comply with Federal Laws and Benchmade standards (Automatic Knives).
• Create or update customer accounts and initiate automated emails.
• Report daily numbers.
• Perform Shipping duties for the PS department.
• Other duties may be assigned as needed which may include general return RMA processing assistance.
• Ability to perform basic and advanced repairs.
• Troubleshoot and resolve customer’s product issues on all Benchmade family products.
• Visually inspect parts used in knife assembly to ensure they meet safety, functionality and cosmetic standards.
• Keep up to date on new products and mechanisms.
• Clean, inspect, and box repaired knives to be shipped.
• Work with retail customers on while you wait services, and technical questions.
• Work with Lead and Manager on continuous improvement.
• Assist with mail as needed.