Field Service Lead

Graco manufactures and markets premium equipment to move, measure, control, dispense and spray a wide variety of fluid and powder materials. What does that mean? Well, we pump peanut butter into your jar, and the oil in your car. We glue the soles of your shoes, the glass in your windows and the screen on your phone. We spray the finish on your vehicle, coatings on your pills, the paint on your house and texture on your walls. Graco is part of your daily life.

Where You’ll Work – Contractor Equipment Division (CED)

The Contractor Equipment Division makes sprayers that apply paint to walls and other structures, with product models for users ranging from do-it-yourself homeowners to professional paint contractors. Contractor equipment also includes sprayers that apply texture to walls and ceilings, highly viscous coatings to roofs, and line markings on roads, parking lots, athletic fields and floors.

The future of CED is bright, with significant investments being made across the business; the division is expanding to accommodate increased demand and growth driven by an investment in new products and innovative ideas. With the global industry ramping up into high gear, CED is positioned to convert contractors accustomed to manually applying paint and other coatings by brush-and-roller to spray technology.

Ready to join us?

The Field Service Lead is responsible for leading, developing, and overseeing a team of Field Service Technicians to ensure safe, high-quality, and timely service delivery to customers. This position owns day-to-day field service execution within an assigned territory or and is accountable for customer experience, technician performance, operational efficiency, and adherence to service standards. The individual in this position serves as a key link between customers, service technicians, and internal partners.

What You Will Do at Graco

Field Service Operations & Execution

• Lead and oversee daily field service operations to ensure service commitments, response times, and quality standards are met.
• Balance service demand, technician capacity, and priorities across the assigned region or territory.
• Partner with service planning, parts, and technical support teams to resolve complex service issues and minimize downtime.
• Ensure consistent application of company service processes, tools, and standards.

Customer Experience & Stakeholder Partnership

• Conduct customer on-site visits to drive technical resolution.
• Serve as an escalation point for technical concerns and complex service situations.
• Build strong working relationships with customers, distributors, and internal partners.
• Collaborate with Sales, Engineering, Product Management, and Operations to address customer needs and service trends.
• Represent the voice of the field by sharing customer insights and service feedback with internal stakeholders.

Performance Management & Continuous Improvement

• Monitor service performance metrics, including response time, service quality, productivity, safety, and cost.
• Identify trends or recurring issues and drive corrective actions or process improvements.
• Support continuous improvement initiatives that enhance service effectiveness, technician capability, and customer experience.
• Ensure accurate service documentation, reporting, and compliance with internal and external requirements.

Team Leadership

• Lead, mentor, manage, and staff a Field Technician team, ensuring alignment with organizational goals and promoting a culture of excellence.
• Drive team performance by setting clear goals, providing ongoing feedback, and facilitating professional growth opportunities.
• Promote a strong safety culture and ensure compliance with all safety policies and customer site requirements.

What You Will Bring to Graco

• Bachelor’s degree in Engineering or related field
• 5+ years of experience in field service, technical support, or a related operational role.
• Prior people leadership or supervisory experience, preferably in a field-based or service environment.
• Strong leadership, coaching, and communication skills.
• Ability to balance customer needs, employee development, and operational priorities.
• Ability to travel within assigned territory as required.

Accelerators

• Experience leading field-based or remote teams.
• Experience in industrial manufacturing, equipment service, or technical service environments.
• Strong change leadership and continuous improvement mindset.
• Familiarity with service management systems, metrics, and workforce planning tools.

At Graco, you truly make a difference. Your unique talents contribute to our organizational growth and future. Not only do you make a difference, but Graco’s culture empowers employees to create their own career path. Whether you choose to advance within your current department or explore new opportunities in different divisions, you have the ability to build your future. Our managers are here to provide support and guidance as you continue to grow within your career.

Graco has excellent opportunities available to individuals who want to be part of a fast-moving, growing company that is committed to quality, innovation and solving fluid handling problems for our customers. Graco is proud to be named a Best Place to Work by Fortune Magazine in 2016, 2018, 2019, 2021 & 2022. Graco offers attractive compensation, benefits and career development opportunities. Graco’s comprehensive benefits include medical, dental, stock purchase plan, 401(k), tuition reimbursement and more.

Our company uses E-Verify to confirm the employment and eligibility of all newly hired employees. To learn more about E-Verify, including your rights and responsibilities, please visit www.dhs.gov/E-Verify.