Product Services Tech - Swing Shift

About the role

This Product Services Technician role covers all indirect labor positions within the Product Services department. The technician reviews product and warranty issues with customers, initiates repairs or replacements per Benchmade LifeSharp and warranty policies, and performs cleaning, boxing, inspection, and shipping tasks. The position requires manual dexterity, small-part handling, troubleshooting, and professional customer interaction. It offers a structured, skill-based development path with three progressive levels and may include additional responsibilities such as engineering support, process development, validation, and training.

Responsibilities

• Create and update customer accounts in Syspro, CRM, and Shopify; review warranty forms and CRM history; create service RMAs with detailed notes.
• Confirm receipt, track shipments, and send status updates to customers via email.
• Process service walk-ins and verify repairs comply with federal laws and Benchmade standards.
• Perform daily reporting, shipping duties, and general return RMA processing assistance.
• Conduct basic and advanced knife repairs; troubleshoot and resolve product issues across all Benchmade models.
• Visually inspect parts for safety, functionality, and cosmetic compliance; keep current on new products and mechanisms.
• Clean, inspect, and box repaired knives for shipment; assist retail customers with on-site services and technical questions.
• Collaborate with leads and managers on continuous improvement projects; assist with mail processing as needed.

Qualifications

• High School Diploma or GED; equivalency accepted.
• Six months recent manufacturing experience preferred, demonstrating:
  • Excellent manual dexterity and small-part assembly.
  • Strong attention to detail and ability to identify mechanical assembly problems.
  • Ability to work in a flow line and meet paced production rates.
  • Working knowledge of Benchmade knives and model numbers.
  • Ability to work in fast-paced, highly detailed environments.
  • Bloodborne Pathogen (BBP) training or willingness to complete it.
  • Excellent verbal and written communication; ability to interpret customer notes.
  • Demonstrated teamwork and reliable attendance.
  • Customer service support experience in a manufacturing environment preferred.
  • CRM database experience highly preferred.
  • Customer intimacy mindset and commitment to world-class service.
  • Ability to multi-task; typing 40 wpm preferred.
  • Proficiency in Microsoft Office (Word, Excel).

Working Conditions

• Environment: Office within a manufacturing facility.
• Physical Demands: Lifting up to 25 lbs; extended data entry; standard PPE required.
• Safety: Grinding/pressing/assembly may produce metal particles; wear safety glasses. Closed-toe shoes required. Cut-resistant gloves available for handling sharp blades. Exposure to noise, coolants, abrasives, heat, adhesives, and manual/automated equipment.
• Schedule: Shifts 8–10 hours; may require sitting for the duration; overtime possible.
• Travel: Less than 5% of the time (trade shows as needed).

Benefits

• Competitive pay with cash profit sharing and performance incentives.
• Medical, prescription, and vision coverage; dental including orthodontia.
• Short-term and long-term disability; life and accidental death & dismemberment insurance.
• 401(k) with company match and fitness center reimbursement.
• Paid time off including holidays, vacation, sick, bereavement, and jury duty.
• Employee Assistance Program and flexible spending accounts.
• Employee discounts on Benchmade products and partner companies; tuition reimbursement.
• Targeted development planning, learning opportunities, and family-oriented events.