Tech Assistance

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.

Essential Duties

• 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.

Position Requirements

Essential Qualifications

• Enrolled in an engineering program, or other technical programs.
• 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.

Desirable Qualifications

• Demonstrate ability to communicate effectively with all organizational levels.
• Training experience.
• Electronics.
• Service department experience.
• Customer Service experience.
• Quality background.