Product Services Tech - Swing Shift

BENCHMADE; Baker City (OR); On-site; USD 42,000 - 64,000; Full time

Benefits offered by this job

Competitive pay

401(k) with company match

Medical including prescriptions and视on

Tuition reimbursement

Employee discounts

Job summary

Benchmade Knife Company, Inc. is seeking a Product Services Technician to handle warranty review, repairs, and walk‑in service for consumer knives within our Product Services department.

The Technician will work across LifeSharp policies, perform cleaning and packaging, and meet production and quality metrics while assisting customers and staff. This role offers a structured development path with Tech I–III levels, opportunities to support process improvements, and collaboration with engineering

Qualifications

• High school diploma or GED equivalent.
• Experience in a manufacturing environment preferred.
• Excellent manual dexterity and attention to detail.
• Ability to troubleshoot and repair mechanisms and use CRM/ERP systems.
• Familiarity with Benchmade knives and model numbers is helpful.

Responsibilities

• Create customer accounts in Syspro & CRM.
• Review warranty notes and CRM history to guide repairs.
• Create service RMAs with customer notes for accurate repairs.
• Track shipments and provide status updates to customers by email.
• Perform basic and advanced knife repairs and processing for warranty.
• Maintain safety and quality standards and assist with process improvements.

Skills

Manual dexterity

Attention to detail

Troubleshooting

Team collaboration

Communication (verbal & written)

BBP training

Cross-functional coordination

CRM knowledge

CRM/ERP data entry

Microsoft Office

Education

High school diploma or GED

Tools

Syspro

CRM

Shopify

Zendesk

Job description

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 Technician is responsible for reviewing product and warranty problems with Benchmade consumers and initiating routine actions or solutions for repair and replacement guided by Benchmade LifeSharp and warranty policies. The Technician also performs clean and packaging tasks for warranty knives and walk‑in customer knives, along with a variety of warranty and inspection operations. This role requires the ability to display manual dexterity, handle small parts, and troubleshoot, analyze, and resolve knife problems professionally with excellent quality and pace. The Technician must meet established production, quality, and performance metrics while interacting with staff and customers as necessary. The position offers a structured, skill‑based development path with three progressive levels, providing opportunities for growth. Technicians may also support engineering in process development, troubleshooting, validation, and training of fellow operators in skills and functions they’ve mastered.

Product Services Tech I – Entry Level

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. The Technician must troubleshoot and repair entry‑level through basic mechanisms such as manual axis lock, fixed blades, push button auto, and assist. Ability to enter or ship 50 jobs per day and/or repair/Lifesharp 20 knives per day is required. Quality, safety, and speed must be satisfactory.

Product Services Tech II – Intermediate

Intermediate level characterized by advanced data entry and understanding of systems in Product Services such as Syspro, CRM, Shopify, Zendesk, and any other future programs. The Technician must troubleshoot and repair all mechanism varieties and use systems for tracking and inventory management. Ability to enter or ship 100 jobs per day and/or repair/Lifesharp 40 knives per day is required. Quality, safety, and speed must be satisfactory.

Product Services Tech III – Senior

Senior level characterized by advanced data entry and understanding of systems in Product Services such as Syspro, CRM, Shopify, Zendesk, and any other future programs. The Technician must troubleshoot and repair all mechanism varieties and use systems for tracking and inventory management. Ability to repair 90% of all models, current production and discontinued models, and be cross‑trained into PS shipping/PSR. Entry or shipment of 120 jobs per day and repair/Lifesharp 60 knives per day is required. Quality, safety, and speed must be satisfactory.

Responsibilities

• Create customer accounts in the ERP system (Syspro) & CRM
• Review 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 updates to customer via email
• Process service walk‑ins
• Verify customer repairs 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 RMA processing assistance
• 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
• Stay up to date on new products and mechanisms
• Clean, inspect, and box repaired knives for shipment
• Work with retail customers on while‑you‑wait services and answer technical questions when RS staff are unavailable
• 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.
• At least 6 months of recent experience in a manufacturing environment, demonstrating:
• Excellent manual dexterity and ability to handle and assemble small parts
• Excellent attention to detail
• Ability to 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‑paced, 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 (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 metal particles that 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)

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
• 401(k) 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
• Fun, family‑oriented and entrepreneurial work environment

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 [e-mail] or 1‑800‑800‑7427.