Associate Technical Information Specialist

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.

​​The Associate Technical Information Specialist will focus on developing knowledge across products and services to provide expert technical support to customers, distributors, and Graco field personnel. The Associate Technical Information Specialist will establish strong troubleshooting and repair capabilities for assigned equipment and communicate product issues to relevant departments. Additionally, the Associate Technical Information Specialist will collaborate with various teams, attend training seminars, and maintain technical expertise to ensure accurate information is delivered and customer needs are met effectively. 

What You Will Do at Graco  

Technical Support and Expertise 

• 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 

Training and Knowledge Development  

• 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  

Product and Customer Relations  

• 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.  

Quality Control, Communication, and Compliance  

• Provide basic technical and product support to field teams as needed, escalating more complex issues appropriately.  

• Develop knowledge of ISO procedures relevant to responsibilities, inc