Graco · 19 hours ago
Tech Information Specialist
Rogers, MN
Full-time
Onsite
New Grad, Entry Level
$54K/yr - $95K/yrGraco is a manufacturer of premium equipment for fluid and powder materials, and they are seeking an Associate Technical Information Specialist to provide expert technical support. The role involves developing troubleshooting skills, assisting customers and field personnel, and maintaining product knowledge through training and collaboration.
ConstructionManufacturingMachinery Manufacturing
No H1B
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 (email, text, VRA, phone) 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
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
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
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
Qualification
Required
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
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)
Preferred
Global industrial manufacturing experience and knowledge
Bachelor's degree in a technical field
Training experience
Service department experience
Customer Service experience
Additional language skills
Benefits
Medical
Dental
Stock purchase plan
401(k)
Tuition reimbursement
And more
Company
Graco
Graco is a provider of premium pumps and spray equipment for fluid handling in the construction.
Founded in 1926
1001-5000 employees
Funding
Current Stage
Public CompanyTotal Funding
unknown1978-01-13IPO
Leadership Team
Mark Sheahan
Chief Executive Officer
Kathryn Schoenrock
Executive Vice President and Chief Technology Officer
Recent News
2025-12-06
2025-12-05
Company data provided by crunchbase