Product Services Tech - Swing Shift

Job Summary

The Product Services Technician role encompasses all indirect labor positions within the Product Services department. The technician reviews product and warranty issues with customers, initiates routine actions or solutions for repair and replacements guided by Benchmade Life Sharp and warranty policies, performs cleaning and packaging of warranty knives, and handles a variety of warranty and inspection operations.

• Create customer accounts in the ERP system (Syspro) and CRM.
• Review customer notes from warranty form and CRM history.
• Create service RMAs with specific customer notes to ensure accurate repair.
• Confirm receipt, track shipments, and communicate status to customers via email.
• Process service walk‑ins and verify compliance with federal laws and Benchmade standards for automatic knives.
• Create or update customer accounts and initiate automated emails.
• Report daily numbers and perform shipping duties for the PS department.
• Perform basic and advanced repairs, troubleshoot and resolve customer product issues on all Benchmade family products.
• Inspect parts used in knife assembly to meet safety, functionality and cosmetic standards.
• Keep current with new products and mechanisms.
• Clean, inspect, and box repaired knives for shipment.
• Assist retail customers with technical questions while they wait.
• Collaborate with Lead and Manager on continuous improvement initiatives and assist with mail.
• Other duties as assigned, which may include general RMA processing assistance.

• Product Services Tech I – Entry level with basic data entry, ability to repair and Lifesharp 20 knives/day.
• Product Services Tech II – Intermediate level with advanced data entry, repair 40 knives/day, and tracking using Syspro, CRM, Shopify, Zendesk.
• Product Services Tech III – Senior level capable of repairing 90% of all models, cross‑trained into PS shipping/PSR, and entry/ship 120 jobs/day.

• High School Diploma or GED equivalent (equivalency considered).
• 6 months recent experience in a manufacturing environment highly preferred.
• Excellent manual dexterity and ability to handle and assemble small parts.
• Excellent attention to detail and ability to identify mechanical assembly problems.
• Ability to work in a flow line and meet paced production rates.
• Knowledge of Benchmade knives and model numbers.
• Blood Borne Pathogen (BBP) trained or willing to receive training.
• Excellent verbal and written communication skills.
• Ability to work productively within a team and reliable absenteeism.
• Experience in a customer service support position, preferably manufacturing, is preferred.
• Knowledge of CRM database highly preferred.
• Proficient in Microsoft Office Suite (Word, Excel, etc.).
• Typing speed 40 wpm preferred (not required).

Office work in a manufacturing environment. Physical demands include lifting up to 25 lbs, long periods of data entry, and required use of safety glasses and closed‑toed shoes. Production may involve grinding, pressing, or basic assembly that can create flying metal particles and sharp blades. Noise, coolants, abrasives, heat, and adhesives are present. Shifts may be 8 to 10 hours and overtime may be required.

• Competitive pay with profit sharing and performance incentives.
• Medical, prescription, vision, dental (including orthodontia), short‑term and long‑term disability, life and accidental death and dismemberment.
• 401(k) with company match.
• Fitness center reimbursement.
• Paid time off, including holidays, bonus, vacation, sick, bereavement, jury duty.
• Employee assistance program, flexible spending account, tuition reimbursement.
• Outstanding employee discounts on Benchmade products and partner companies.

As needed, less than 5% of the time for trade shows.

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:
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Workplace Discrimination is Illegal.