Tech Information Specialist

Graco • Rogers, MN

17h

About The Position

Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. What does that mean? Well, we pump peanut butter into your jar, and the oil in your car. We glue the soles of your shoes, the glass in your windows and the screen on your phone. We spray the finish on your vehicle, coatings on your pills, the paint on your house and texture on your walls. Graco is part of your daily life. The Associate Technical Support Specialist will focus on developing knowledge across products and services to provide expert technical support to customers, distributors, and Graco field personnel. The Associate Technical Information Specialist will establish strong troubleshooting and repair capabilities for assigned equipment and communicate product issues to relevant departments. Additionally, the Associate Technical Support Specialist will collaborate with various teams, attend training seminars, and maintain technical expertise to ensure accurate information is delivered and customer needs are met effectively. What You Will Do at Graco Technical Support and Expertise Build a broad understanding of product lines to assist field personnel in servicing Graco products Develop troubleshooting and repair skills on assigned equipment, gaining knowledge in problem-solving techniques for common system issues. Offer basic troubleshooting and repair support through clear written and verbal communication (email, text, VRA, phone) to Graco customers, distributors, and field personnel. Provide application assistance and make equipment recommendations under guidance. Remain the focal point for communication on product problems, actions, and resolutions. Meet department performance measures for response timing and quality. Create simple warranty claim and follow standard business processes Training and Knowledge Development Actively participate in product training seminars to enhance troubleshooting skills, application knowledge, and overall product awareness. Assist in product training sessions, covering basic technical and application aspects to support knowledge sharing within the team. Adhere to established best practices, customer interaction standards, effectively using technical assistance tools and resources Product and Customer Relations Monitor and report observed product defects to the Customer Care Product Solutions Manager, contributing to ongoing product quality improvements. Update and maintain content in the reference library to provide team members with quick, accurate product information. Develop and maintain a responsive, professional relationship with Graco customers, distributors, and other Graco departments. Quality Control, Communication, and Compliance Provide basic technical and product support to field teams as needed, escalating more complex issues appropriately. Develop knowledge of ISO procedures relevant to responsibilities, including warranty and quality policies, to ensure compliance. Escalate product quality concerns and customer application issues promptly to ensure swift resolution and customer satisfaction. Deliver accurate, reliable decision-making information to support timely decision-making and effective resolution of customer inquiries. Perform additional responsibilities as assigned to support department goals.

Requirements

• 2-year Technical Degree or equivalent experience
• Demonstrated knowledge or experience with product development (Lab), product service, sales, or related experience in a similar field
• Experience in supporting customers by troubleshooting issues and resolving problems with product performance.
• Familiar with handling service requests, working with technical teams, and ensuring customer issues are resolved quickly.
• Good understanding of electronics, including basic knowledge of components, circuit design, troubleshooting, and repairs.
• Strong background in customer service, with a focus on identifying customer needs, providing effective solutions, and building positive relationships.
• Skilled at managing difficult customer interactions with empathy and problem-solving to ensure positive outcomes.
• Able to adjust communication style based on the audience, whether sharing technical details, offering strategic advice, or addressing customer questions.
• Excellent verbal and written communication, presentation, and interpersonal skills.
• Strong PC and data entry skills.
• Strong proficiency in English.
• 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.
• Bachelor’s degree in a technical field
• Training experience
• Service department experience
• Customer Service experience
• Additional language skills

Responsibilities

• Build a broad understanding of product lines to assist field personnel in servicing Graco products
• Develop troubleshooting and repair skills on assigned equipment, gaining knowledge in problem-solving techniques for common system issues.
• Offer basic troubleshooting and repair support through clear written and verbal communication (email, text, VRA, phone) to Graco customers, distributors, and field personnel.
• Provide application assistance and make equipment recommendations under guidance.
• Remain the focal point for communication on product problems, actions, and resolutions.
• Meet department performance measures for response timing and quality.
• Create simple warranty claim and follow standard business processes
• Actively participate in product training seminars to enhance troubleshooting skills, application knowledge, and overall product awareness.
• Assist in product training sessions, covering basic technical and application aspects to support knowledge sharing within the team.
• Adhere to established best practices, customer interaction standards, effectively using technical assistance tools and resources
• Monitor and report observed product defects to the Customer Care Product Solutions Manager, contributing to ongoing product quality improvements.
• Update and maintain content in the reference library to provide team members with quick, accurate product information.
• Develop and maintain a responsive, professional relationship with Graco customers, distributors, and other Graco departments.
• Provide basic technical and product support to field teams as needed, escalating more complex issues appropriately.
• Develop knowledge of ISO procedures relevant to responsibilities, including warranty and quality policies, to ensure compliance.
• Escalate product quality concerns and customer application issues promptly to ensure swift resolution and customer satisfaction.
• Deliver accurate, reliable decision-making information to support timely decision-making and effective resolution of customer inquiries.
• Perform additional responsibilities as assigned to support department goals.

Benefits

• Graco offers attractive compensation, benefits and career development opportunities.
• Graco’s comprehensive benefits include medical, dental, stock purchase plan, 401(k), tuition reimbursement and more.

What This Job Offers

• Job Type: Full-time
• Career Level: Entry Level
• Education Level: Associate degree