Technical Support Assistant

Graco•Rogers, 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 Graco Intern Program offers more than just work experience—it’s a chance to make an impact. As an intern, you’ll take on projects that matter to the business, contribute to initiatives that drive progress, and develop skills that prepare you for what’s ahead. Throughout the program, you’ll expand your industry knowledge, collaborate with professionals who are passionate about doing things the right way, and experience a culture that thrives on new ideas and continual growth. You’ll also take part in events designed to support both your learning and personal development. The program concludes with a final presentation where you’ll showcase your achievements and the difference you’ve made. Job Purpose To provide repair, troubleshooting, minor application assistance, and other technical information on Graco products to meet our customer's requirements and increase customer satisfaction. Graco is a global leader in the design, development, and manufacture of highly-engineered systems for numerous industrial and commercial applications. This position supports our Contractor Equipment Division (CED) in Rogers, MN. At CED, our product line meets the needs of the painting and general contractors and includes airless, air and gas-powered sprayers, line stripers, pressure washers, and roofing equipment. Graco was proud to be named a Best Place to Work in Manufacturing and Production by Fortune Magazine in 2016, 2018, & 2019.

Requirements

Enrolled in an engineering program, or other technical programs.
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

Product development (Lab), product service, sales, or related Graco’s products knowledge is a plus.
Excellent communication, presentation, and interpersonal skills.
Strong PC and data entry skills.
Demonstrate ability to communicate effectively with all organizational levels.
Training experience.
Electronics.
Service department experience.
Customer Service experience.
Quality background.

Responsibilities

Develop product knowledge in all product lines in order to provide technical support to all field personnel on the servicing of Graco products.
Establish sound troubleshooting and repair knowledge on all assigned equipment.
Be prepared to provide troubleshooting and repair assistance by telephone to Graco end-users, distributors, and Graco field personnel.
Provide limited application assistance on equipment.
Monitor and report any product defects to the Product Service Managers, Quality and Engineering departments as soon as possible.
Remain the focal point for communication to the field and other pertinent Graco personnel on the product problems, actions, and resolution.
Each specialist will have the responsibility for knowing and following all ISO procedures related to their jobs.
Construct a complete reference library that will enable you to provide fast and accurate information to the customer.
Be prepared to assist in product modifications and system requirements with customers, Product Managers, Marketing, Product Development, and Engineering groups.
Establish sound product and system troubleshooting skills on all Graco equipment new and old.
Attend information gathering and dissemination meetings to support and assist in resolving product problems with other support groups.
Attend new and old product training seminars to increase product troubleshooting skills, application knowledge, and product awareness to maintain technical expertise.
Conduct product-training classes to the work group covering both the technical and application aspects of the product.
Handle Customer Service inquiries and duties as required.
Provide reliable decision making information at the time a decision is required (develop and maintain a sound and practical sense of urgency).
Establish and maintain a professional, responsive working relationship and rapport with all Graco distributors and all other departments within Graco.
Travel to the field as required, to establish reliable service feedback, perform technical training and technical product support as required.
Some weekend travel and work will be required.
Other duties as assigned.