Product Services Technician

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., 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, providingopportunities 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 Servicesdata 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., * 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.

• 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., Adhesives, Analysis Skills, Communication Skills, Continuous Improvement, Customer Relationship Management (CRM), Customer Relationship Management (CRM) Systems, Customer Support/Service, Data Entry, Detail Oriented, ERP (Enterprise Resource Planning), Email Software, Entrepreneurship, Federal Laws and Regulations, Fitness, Flexible Spending Accounts, Grinding, High School Diploma, Identify Issues, Inventory Management, Lift/Move 25 Pounds, Maintenance Services, Manual Dexterity, Manufacturing, Mechanical Assembly, Microsoft Excel, Microsoft Office, Microsoft Product Family, Microsoft Word, Multitasking, Performance Metrics, Physical Demands, Prescription Drugs, Presentation/Verbal Skills, Problem Solving Skills, Process Development, Product Reviews, Quality Metrics, Reimbursement, Retail, Returns Processing, Safety/Work Safety, Trade Shows, Willing to Travel, Writing Skills, ZenDesk

• 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. Wearsafety glasses.
• Falling objects could present a foot hazard. Closed toed shoes are required at all times for all positions in the manufacturingarea.
• Handling sharp blades can cause lacerations and punctures of the hands and fingers. Cut resistant gloves are available forhandling sharp knives.
• Ability to work in a manufacturing environment (exposure to noise, coolants, abrasives, heat, adhesives, and automated andmanual 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).