Manager, Customer Care & Product Solutions

Graco•Dayton, MN

2d•Onsite

About The Position

Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. The Manager, Customer Care Product Solutions will oversee and optimize our after-sale support operations for customers, distributors, and OEMs. This role will play a critical part in ensuring customer satisfaction and product quality by addressing and resolving quality concerns through the analysis of warranty trends, customer complaints, and inquiry patterns. This position will manage the business processes and teams responsible for warranty administration, technical support, and customer quality assurance. Additionally, this role involves managing and optimizing service training programs and resources as needed to meet the specific requirements of each division’s customers.

Requirements

Bachelor’s degree in Business or related field; MBA or Master’s degree preferred
7+ years of combined experience in Technical Assistance, Product Development and/or Product Services
Excellent leadership skills; 2+ years of team leadership experience preferred.
Experience managing after-sales support functions, such as warranty administration, customer support, and quality assurance.
Skilled in reviewing warranty data, customer complaints, and inquiries to find root causes and take corrective actions.
Familiarity with creating and refining service training programs and resources to meet both customer and business needs.
Able to work well with cross-functional teams, such as product development, quality assurance, and sales, to develop customer-focused solutions.
Strong communication skills for working with customers, internal teams, and management.
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).

Nice To Haves

Global industrial manufacturing experience and knowledge.

Responsibilities

Responsible for hiring, training, and mentoring technical information specialists
Establish, monitor and report performance metrics to ensure timely and accurate customer support.
Assist in the planning of annual warranty budget to align expenses with organizational goals and forecasted needs.
Review, interpret and enforce warranty policies, ensuring clear communication and consistent application across teams and customer interactions.
Oversee the warranty claims process to ensure accurate, efficient handling and timely resolutions within policy guidelines.
Identify product quality issues through analysis of warranty data, field input, customer complaints, and technical assistance data.
Collaborate with engineering, manufacturing, marketing, and sales to prioritize and implement corrective and preventive actions.
Administer and coordinate necessary product stop shipments with manufacturing and field personnel.
Lead corrective action project teams as needed.
Resolve non-typical technical assistance issues through direct communication with customers.
Resolve routine customer complaints regarding product expectations not related to warranty
Authorize sales policy payments to resolve complaints if needed.
Elevate significant issues that may require additional actions.
Oversee the creation, implementation and facilitation of training program
Manage training resources and expenses.
Develop and report on training KPI.
Provide management with regular reports on product quality trends and improvement activities.
Establish and maintain communication channels with the field to gather product quality information.
Assure that all internal and external customers receive necessary information on product quality issues and resolutions through field bulletins, private lines, etc.
Provide historical warranty and quality data for existing products to inform new product requirements.
Offer input on the serviceability of new products.
Sponsor and lead process improvement projects.
Perform other duties as necessary to maintain adequate departmental service levels for internal and external customers.
Lead, mentor, manage, and staff the Technical Assistance team, ensuring alignment with organizational goals and promoting a culture of excellence.
Drive team performance by setting clear goals, providing ongoing feedback, and facilitating professional growth opportunities.
Establish, manage, and be accountable for the annual team budget, ensuring effective allocation of resources and alignment with organizational strategic objectives
Other duties as assigned