Technical Information Specialist

About the role

Graco manufactures and markets premium equipment used in various industries, from moving and measuring materials to dispensing and spraying fluids and powders. The Technical Support Specialist and Intermediate Technical Support Specialist positions are dedicated to enhancing customer satisfaction by providing expert technical support, troubleshooting, and training.

Responsibilities

• Provide expert technical support, repair guidance, and troubleshooting assistance for Graco products.
• Develop knowledge of all product lines and become proficient in diagnosing and resolving product and service issues.
• Ensure prompt and effective communication with field personnel, distributors, and customers.
• Assist with training, report product defects, and collaborate with internal teams to implement solutions.
• Maintain adherence to ISO procedures and foster strong relationships with stakeholders.

Requirements

• Bachelor’s degree in a technical field or 2-year Technical Degree.
• 3+ years of technical assistance experience, product development (Lab), product service, sales, or related experience.
• 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.
• Strong 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.

Qualifications

• Accelerators Global industrial manufacturing experience and knowledge.
• Training experience.
• Electronics & PLC experience.
• PC Networking experience.
• Wireless Systems Designs & Troubleshooting experience.
• Internet Security experience.
• Developer Collaboration & Technical Liaison Experience.
• Service department experience.
• Customer Service experience.

Skills

• Product knowledge in all product lines.
• Sound system troubleshooting and repair skills.
• Knowledge of electronic components, circuit design, troubleshooting, and repair.
• Understanding customer needs and providing timely and effective solutions.
• Adapting communication style to suit the audience.
• Excellent verbal and written communication, presentation, and interpersonal skills.
• Strong PC and data entry skills.
• Strong proficiency in English.

Benefits

Graco offers a comprehensive benefits package including medical, dental, stock purchase plan, 401(k), tuition reimbursement, and more. The company also provides an attractive compensation structure with a base pay range of $54,300.00 - $95,100.00.

Pay

The base pay range for this position is $54,300.00 - $95,100.00.

Schedule

Details on the schedule are not specified in the job posting.