Technical Information Specialist

Graco•Dayton, MN

1d•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 Technical Support Specialist will provide expert technical support, repair guidance, and troubleshooting assistance for Graco products to enhance customer satisfaction. The Intermediate Technical Support Specialist will develop knowledge of all product lines and become proficient in diagnosing and resolving product and service issues, ensuring prompt and effective communication with field personnel, distributors, and customers. The Intermediate Technical Support Specialist will assist with training, report product defects, and collaborate with internal teams to implement solutions, all while maintaining adherence to ISO procedures and fostering strong relationships with stakeholders.

Requirements

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.
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
Electronics & PLC experience
PC Networking experience
Wireless Systems Designs & Troubleshooting
Internet Security experience
Developer Collaboration & Technical Liaison Experience
Service department experience
Customer Service experience
Additional language skills

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.
Collaborate with internal teams to implement solutions.
Maintain adherence to ISO procedures.
Foster strong relationships with stakeholders.
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.
Attend product training seminars to increase troubleshooting skills, application knowledge, and product awareness.
Assist in product training sessions, covering basic technical and application aspects to support knowledge sharing within the team.
Train and mentor other technical information specialists as needed.
Establish and follow best practices on customer interactions utilizing technical assistance tools and technologies.
Monitor and report product defects to the Customer Care Product Solutions Manager, contributing to ongoing product quality improvements.
Create new and updated content reference library for quick and accurate product information.
Establish and maintain a professional, responsive relationship with all Graco customers, distributors and other Graco departments.
Provide product and technical support to the field as required.
Maintain knowledge of ISO procedures relevant to responsibilities, including warranty and quality policies, to ensure compliance.
Drive escalation of 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.