Technical Support Specialist
$112,944,000–$197,808,000 year
On-siteRogers, Minnesota, United States
Job Summary
Provide expert technical support, repair guidance, and troubleshooting assistance for Graco products to enhance customer satisfaction. Establish sound system troubleshooting and repair skills on all assigned equipment, then provide application assistance and make equipment recommendations via written and verbal communication methods. Monitor and report product defects to the Customer Care Product Solutions Manager while creating updated content reference library for quick and accurate product information. Maintain knowledge of ISO procedures relevant to responsibilities, including warranty and quality policies, to ensure compliance. 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.
Required Qualifications
- 2-year Technical Degree
- 3+ years of technical assistance experience
- 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
- Excellent verbal and written communication, presentation, and interpersonal skills
- Strong PC and data entry skills
- Strong proficiency in English
- Global industrial manufacturing experience and knowledge
- Bachelor's degree in a technical field
- Training experience
- Electronics & PLC experience
- Service department experience
- Customer Service experience
- Additional language skills
- Applicants must be legally authorized to work in the United States
Desired Qualifications
- Accelerators
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