What are the responsibilities and job description for the Technical Support Specialist Position position at Graco, Inc.?
At Graco, Inc., we are committed to delivering high-quality equipment and solutions to our customers. Our team of experts is dedicated to providing exceptional technical support and expertise to ensure the success of our customers.
Job Description:
The Associate Technical Support Specialist will play a crucial role in developing knowledge across products and services to provide expert technical support to customers, distributors, and Graco field personnel. The successful candidate will establish strong troubleshooting and repair capabilities for assigned equipment and communicate product issues to relevant departments.
In this position, you will collaborate with various teams, attend training seminars, and maintain technical expertise to ensure accurate information is delivered and customer needs are met effectively. Your key responsibilities will include:
- Broadening your understanding of product lines to assist field personnel in servicing Graco products
- Developing troubleshooting and repair skills on assigned equipment, gaining knowledge in problem-solving techniques for common system issues
- Offering basic troubleshooting and repair support through clear written and verbal communication (email, text, VRA, phone) to Graco customers, distributors, and field personnel
- Providing application assistance and making equipment recommendations under guidance
- Remaining the focal point for communication on product problems, actions, and resolutions
- Meeting department performance measures for response timing and quality
- Creating simple warranty claim and following standard business processes
Requirements:
To be successful in this role, you will need:
- A 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
- Familiarity 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
- Skill 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
