Product Services Tech - Swing Shift

Benchmade Product Services Technician

We are people powered — by makers, problem-solvers, and leaders who elevate everything they do. Guided by our core values and a relentless pursuit of better, we continue to set the bar for premium.

Start your Benchmade career today!

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 Life Sharp 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.

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…