Product Service Manager

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.
Grow your career at a world class manufacturing company. White Knight (www.wkfluidhandling.com), a Graco company (www.graco.com), is a leading supplier of pumps and fluid transfer technology to the Semiconductor, Solar Cells, LEDs, flat-panel displays, electronic, and industrial markets. White Knight operates a clean, growing, and stable manufacturing facility in Kamas, UT. Get out of the traffic and come work in one of Utah's beautiful mountain valleys. White Knight is a short drive from Heber City, Park City, and surrounding areas, with ride-share opportunities available from the Salt Lake valley. White Knight employees enjoy an outstanding benefit package which includes health and dental insurance, PTO (Paid Time Off for vacation/sick), holiday Pay, 401k with a generous company matching contribution, education reimbursement program, and a discounted employee stock purchase program (NYSE ticker GGG).
Job Purpose
To provide expert repair, troubleshooting, application assistance and other technical information on Graco products to meet our customers' requirements and increase customer satisfaction.
Essential Duties

• Providing work direction to other individuals as directed.
• 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 trouble shooting and repair assistance by telephone to Graco end users, distributors and Graco field personnel.
• Provide application assistance on equipment recommendations.
• Monitor and report any product defects to the Product Service Managers, Quality and Engineering departments as soon 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

• Two year Technical Degree or equivalent experience which will be evaluated by the hiring supervisor.
• Strong organizational skills.
• Excellent communication, presentation, and interpersonal skills.
• Strong PC and data entry skills.
• Time management and prioritization skills.
• Strategic planning and analytic skills.
• Attention to detail.
• Customer Service experience.
• Willingness to travel 15% of the time or as required.
• Demonstrate ability to communicate effectively with all organizational levels.

Desirable Qualifications

• Five years of Graco product knowledge experience to include 2 years of technical assistance experience, product development (Lab), Product Service, sales, or related Graco's products knowledge.
• Training experience.
• Electronics.
• Service department experience.
• Quality background.

Power to Be
At Graco, the Power to Be means providing the support, resources and freedom to pave your own way. Bring your unique attributes to the table, along with a commitment to being your best self, and you can be a part of a culture that rewards effort, celebrates uniqueness, and gives you the tools you need to succeed and become your best, fullest self along the way. Our culture empowers employees to chart their own career path. Our managers provide support and opportunities while offering freedom for employees to find their own Power to Be. Whether you decide to move up within the same department or expand to another cross-functional group, you will gain the well-rounded experience to succeed on your own terms.
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.
Proven Quality. Leading Technology. Launch your career with Graco!