What are the responsibilities and job description for the Associate Technical Support Specialist position at Graco, Inc.?
About the Role
As an Associate Technical Support Specialist, you will develop a broad understanding of product lines to assist field personnel in servicing Graco products. You will also establish strong troubleshooting and repair capabilities for assigned equipment, communicate product issues to relevant departments, and collaborate with various teams.
Key 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 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
What We Offer
- A fast-moving, growing company committed to quality, innovation, and solving fluid handling problems for our customers
- Excellent opportunities for career growth and development
- A comprehensive benefits package, including medical, dental, stock purchase plan, 401(k), tuition reimbursement, and more
- A supportive work environment that empowers employees to create their own career path
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
