Technical Support Specialist

About the role

Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. The Technical Support Specialist and Intermediate Technical Support Specialist roles provide expert technical support, repair guidance, and troubleshooting assistance for Graco products to enhance customer satisfaction.

Responsibilities

• 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.

Requirements

• Bachelor’s degree in a technical field
• 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

Qualifications

• Accelerators Global industrial manufacturing experience and knowledge
• Training experience
• Electronics & PLC experience
• Service department experience
• Customer Service experience

Skills

• Product knowledge in all product lines
• System troubleshooting and repair skills
• Technical assistance tools and technologies
• ISO procedures and policies
• Customer interaction management
• Product defect reporting
• Collaboration with internal teams
• Warranty claim processing
• Quality improvement initiatives

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

$54,300.00 - $95,100.00

Schedule

N/A