Product Services Tech - Graveyard Shift

Our Core Values

ELEVATE EVERYTHING - We each bring a specific set of skills to the table, offering up our expertise and resources to enhance the work of others. We challenge each other to be the best in order to achieve enduring value in the eyes of our customers.

BETTER IS BETTER - There is no finish line; we strive for continuous improvement in everything we do. We obsess over every detail to find ways to improve both our products and our process.

UNAPOLOGETICALLY ACCOUNTABLE - We're open and honest in how we speak and listen. We celebrate each other's successes, and collectively rally to solve every challenge. We own it!

COURAGEOUS INNOVATION - There are elegant ideas awaiting discovery in everything we do. We push everyone around us to pursue those ideas openly so we can continue to dominate the category.

COMMUNITY DRIVEN - As a family business, we understand the importance of enriching the communities we call home. As a company, and as individuals, we work to make our expertise available to do the most good for those around us.

Job Summary

The Product Services Technician role encompasses all indirect labor positions within the Product Services department. The Product Services Technician is responsible for reviewing product/warranty problems with the Benchmade consumer and the initiation of routine actions or solutions for repair and replacements guided by Benchmade LifeSharp and warranty policies. The Product Services Technician is also responsible for performing the clean/box tasks of warranty knives, all walk-in customer knives,
along with a variety of warranty and inspection operations. This role requires the ability to adequately display manual dexterity and handle small parts along with trouble shooting, analysis, and resolve knife problems in a professional manner with excellent quality and pace. This includes meeting established production, quality, and performance metrics. Interact with staff and customers as necessary. This position offers a structured, skill-based development path with three progressive levels, providing
opportunities for growth. Technicians may be assigned additional responsibilities, including support of engineering in process development, troubleshooting, validation, and training of fellow operators in skills and functions they've mastered.

Product Services Tech I - Entry level position characterized by basic data entry and understanding of systems in Product Services such as Syspro, CRM, Shopify, Zendesk, and any other future programs and/or must be able to troubleshoot and repair entry level through basic mechanisms such as manual axis lock, fixed blades, push button auto, and assist. Product Services Tech I should be able to enter/ship 50 jobs/day and/or should be able to repair/Lifesharp 20 knives/day. Quality, safety, and speed should be satisfactory.

Product Services Tech II - Intermediate level position characterized by advanced data entry and understanding of systems in Product Services such as Syspro, CRM, Shopify, Zendesk, and any other future programs and/or the ability to troubleshoot and repair all mechanism varieties and utilize systems for tracking and inventory management. Product Services Tech II should be able to enter/ship 100 jobs/day and/or should be able to repair/Lifesharp 40 knives/day. Quality, safety, and speed should be satisfactory.

Product Services Tech III - Senior level position characterized by advanced data entry and understanding of systems in Product Services such as Syspro, CRM, Shopify, Zendesk, and any other future programs and the ability to troubleshoot and repair all mechanism varieties and utilize systems for tracking and inventory management. Product Services Tech III should be able to repair 90% of all models - current production and discontinued models - and cross trained into PS shipping/PSR. Product Services
data entry should be able to enter/ship 120 jobs/day and troubleshoot and repair/Lifesharp should be able to repair/Lifesharp 60 knives/day. Quality, safety, and speed should be satisfactory.

Responsibilities

• Create customer accounts in the ERP system (Syspro) & CRM
• Review of customer notes from warranty form and/or CRM history notes
• Create service RMAs with specific customer notes to ensure repair tech performs accurate repair of customer's knife.
• Confirm receipt, track shipments, and communicate status updated to customer via email.
• Processes service walk-ins.
• Verify customer repairs do comply with Federal Laws and Benchmade standards (Automatic Knives).
• Create or update customer accounts and initiate automated emails.
• Report daily numbers
• Perform Shipping duties for the PS department
• Other duties may be assigned as needed which may include general return RMA processing assistance.
• Ability to perform basic and advanced repairs.
• Troubleshoot and resolve customer's product issues on all Benchmade family products.
• Visually inspect parts used in knife assembly to ensure they meet safety, functionality and cosmetic standards.
• Keep up to date on new products and mechanisms.
• Clean, inspect, and box repaired knives to be shipped.
• Work with retail customers on while you wait services, and technical question RS staff are not able to answer.
• Work with Lead and Manager on continuous improvement.
• Assist with mail as needed.

Qualifications

• A High School Diploma or GED equivalent. Equivalency to the qualification standard will also be considered.
• 6 months recent experience in a manufacturing environment highly preferred, demonstrating:
• Excellent manual dexterity and ability to handle and assemble small parts.
• Excellent attention to detail.
• Identify mechanical assembly problems.
• Ability to work in a flow line and meet paced production rates.
• Working knowledge of Benchmade knives and model numbers.
• Works well in fast pace highly detailed environments.
• Must be Blood Borne Pathogen (BBP) trained or willing to become trained in BBP.
• Excellent verbal and written communication skills and ability to interpret customer letters/notes.
• Demonstrated ability to work productively within a team.
• Reliable and predictable attendance.
• Experience in a customer service support position, preferably in a manufacturing environment, is preferred
• Knowledge of Customer Relationship Management (CRM) database highly preferred.
• Understanding of the importance of Customer Intimacy and providing world class service required.
• Ability to multi-task.
• Ability to type 40 wpm preferred but not required.
• Proficient in Microsoft Office Suite products. i.e. Word, Excel etc.

Working Conditions

• Working Environment: Office work in a manufacturing environment.
• Physical Demands: Lifting up to 25 lbs. Data entry for long periods of time.
• Standard PPE is required for this position including:
• Grinding, pressing, or basic assembly could produce flying particles of metal which can cause eye and skin injuries. Wear
  safety glasses.
• Falling objects could present a foot hazard. Closed toed shoes are required at all times for all positions in the manufacturing
  area.
• Handling sharp blades can cause lacerations and punctures of the hands and fingers. Cut resistant gloves are available for
  handling sharp knives.
• Ability to work in a manufacturing environment (exposure to noise, coolants, abrasives, heat, adhesives, and automated and
  manual equipment.
• Shifts may be 8 to 10 hours in length and may require sitting for the duration of the shift. Overtime may be required.
• Travel Requirements: As needed, less than 5% of the time (trade shows).

Benchmade offers our employees a wide variety of comprehensive rewards and benefits

• Competitive pay
• Cash profit sharing and performance incentives
• Medical including Prescriptions and Vision
• Dental including Orthodontia
• Short-Term and Long-term Disability
• Life & Accidental Death and Dismemberment
• 401K with company match
• Fitness Center Reimbursement
• Pay for time off, including holiday, bonus holidays, vacation, sick, bereavement and jury duty
• Employee Assistance Program
• Flexible Spending Account
• Outstanding employee discounts on Benchmade products and other partner companies
• Tuition reimbursement
• Targeted development planning and learning opportunities
• Employee and family events throughout the year
• Most importantly, Benchmade provides a fun, family oriented and entrepreneurial work environment

Travel Requirements: As needed, less than 5% of the time (trade shows).

This is an exciting time to be part of a company on the verge of even greater success. If you think you have what it takes to be part of a company that strives to create a working environment that stimulates team spirit, passion, engagement, and achievement, complete an application today. Please include a resume with your online application.

Benchmade Knife Company, Inc. provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, national origin, sexual orientation, gender identity, protected veteran status, age, disability or genetics. In addition to federal law requirements, Benchmade complies with applicable state and local laws governing nondiscrimination in employment in every location in which the company has facilities. This policy applies to all terms and conditions of employment, including recruiting, hiring, placement, benefits, promotion, termination, layoff, recall, transfer, leaves of absence, compensation and training.

For more information about our commitment to equal employment opportunity, please see this government poster: Know Your Rights: Workplace Discrimination is Illegal. If you are an individual with a disability and need a reasonable accommodation in the application or hiring process, please contact TalentAcquisition@benchmade.com or 1-800-800-7427.