Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. What does that mean? Well, we pump peanut butter into your jar, and the oil in your car. We glue the soles of your shoes, the glass in your windows and the screen on your phone. We spray the finish on your vehicle, coatings on your pills, the paint on your house and texture on your walls. Graco is part of your daily life.
PURPOSE OF JOB:
To provide expert repair, troubleshooting, application assistance and other technical support (such as warranty claim coordination, product training and demonstration assistance) as required on Graco products to meet our customers requirements and increase customer satisfaction.
JOB RESULT AREAS: (specific values/targets defined by regional/local strategies)
- Overall sales growth in the region through the contributions of technical support
- Customer satisfaction relative to service, support, troubleshooting, claim speed
- Quality improvement as measured by warranty reduction and customer satisfaction
- Responsiveness of claims, tech support calls, customer complaints and troubleshooting
- Sales support (new products, demonstrations, tech days, training, new material testing, etc)
- End user and distributor visits as defined by the local business strategy
- Application and integration support including system design when required
- Product service training (at least 30 days of distributor/end user based training)
- Professional improvement training (at least 60 hours)
- Timely communications (oral and written)
PRINCIPAL ACTIVITIES/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 Graco products. Be prepared to provide trouble shooting and repair assistance by telephone to Graco end users, distributors and Graco field personnel.
- Provide application assistance on equipment recommendations.
- Design system layouts when required by local strategies (including CADD)
- Manage, monitor and report warranty claims
- Remain the focal point for communication to the field and other pertinent Graco personnel on the product problems, actions, and resolution. Use existing tools such as GQC’s.
- Drive quality improvement projects including RCA, CA and verification locally & divisionally
- Establish sound product and system troubleshooting skills on all Graco equipment new and old.
- 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.
- 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:
- University degree or above with major in mechanical/electrical or engineering
- Excellent communication, presentation, and interpersonal skills.
- Strong PC and data entry skills.
- Good command of English
- Willingness to travel 40% of the time outside of Vietnam or as required.
- Proven ability to troubleshoot technical mechanical/electrical products
- Graco product knowledge or relevant industrial experience
Desirable:
- Demonstrate ability to communicate effectively with all organizational levels.
- Training experience
- Electronics
- Service department experience
- Customer Service experience
- Quality background
- Local language skills
At Graco, you truly make a difference. Your unique talents contribute to our organizational growth and future. Not only do you make a difference, but Graco’s culture empowers employees to create their own career path. Whether you choose to advance within your current department or explore new opportunities in different divisions, you have the ability to build your future. Our managers are here to provide support and guidance as you continue to grow within your career.
Graco has excellent opportunities available to individuals who want to be part of a fast-moving, growing company that is committed to quality, innovation and solving fluid handling problems for our customers. Graco is proud to be named a Best Place to Work by Fortune Magazine in 2016, 2018, 2019, 2021 & 2022. Graco offers attractive compensation, benefits and career development opportunities. Graco’s comprehensive benefits include medical, dental, stock purchase plan, 401(k), tuition reimbursement and more.
Our company uses E-Verify to confirm the employment and eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.
