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Customer Service Technical Specialist I

1st Shift

SIG SAUER, Inc. is a leading provider and manufacturer of firearms, electro-optics, ammunition, airguns, suppressors, remote controlled weapons stations, and training. For over 250 years SIG SAUER, Inc. has evolved, and thrived, by blending American ingenuity, German engineering, and Swiss precision. Today, SIG SAUER is synonymous with industry-leading quality and innovation which has made it the brand of choice amongst the U.S. Military, the global defense community, law enforcement, competitive shooters, hunters, and responsible citizens. Additionally, SIG SAUER is the premier provider of elite firearms instruction and tactical training at the SIG SAUER Academy. Headquartered in Newington, New Hampshire, SIG SAUER employs people across various U.S. locations, and global facilities across multiple regions. SIG SAUER is certified a Great Place to Work. For more information about the company and product line visit: www.sigsauer.com

Position Summary: The Customer Service Technical Specialist I processes, inspects, and determines disposition of customer returns, while maintaining accurate reporting. They will perform detailed customer and internal Customer Service follow-up, and support receiving operations. This position emphasizes delivering a strong customer-experience and supporting post- warranty customer satisfaction, with opportunities to recommend and sell products and upgrades. This entry-level position is generally intended for individuals who have limited, to intermediate, technical customer service experience. The Customer Service Technical Specialist I works in a team environment collaborating with Customer Service, Logistics, Marketing, Product Management, Design Engineering, Quality, and other internal team members.

FLSA: Non-exempt

Job Duties and Responsibilities:

• Support full inspection, disposition, data recording, receiving and shipping on product returns, as needed.
• Provide technical assistance and issue resolution on SIG SAUER Electro-Optic products while creating a win-win scenario for both the customer and SIG SAUER.
• Coordinate warranty upgrade opportunities with the Sales Operations team, and post RMA shipment and satisfaction processes.
• Communicate with Customer Service Representative Technician Specialists where non-inventoried parts are needed for customer resolution.
• Process orders for inventory parts for replacement and retail.
• Review the RMA upgrade Log Report and Open RMA Report to identify RMAs that need final resolution or back-order attention
• Process orders for inventory parts for replacement and retail.
• Communicate effectively to supervision regarding problems and corrective action.
• Participate in 5S workplace organizational activities and maintain the area in good working order through sustainment activities.
• Engage in and actively volunteers for Continuous Improvement projects/tasks.
• Must follow all required Safety and ISO procedures.
• Miscellaneous duties as assigned.

Education/Experience & Skills:

• High School diploma, or equivalent required, typically requires 2-4 years of experience in a technical customer service position, or a customer-focused sales environment. Practical experience in production and/or assembly will be considered. Solid firearms knowledge or demonstrated aptitude. In-depth knowledge of customer service principles and best practices is required.
• Working knowledge of hunting practices, shooting sports, ballistics, sports optics, and rifle scope applications. Familiarity with binoculars, spotting scopes, riflescopes, red-dot sights, and rangefinders is required.
• Strong interpersonal and troubleshooting skills are required.
• Proficient in Microsoft Word, Excel and PowerPoint and ERP Customer Service support software, Oracle preferred.
• Must be able to clearly, concisely, and accurately convey ideas and information to others, both verbally and in written form.
• Ability to work independently and as part of a team.
• Ability to work with little supervision, effectively prioritize multiple tasks, be self- motivated, and maintain a strong work ethic.

Working Conditions:

• Prolonged periods of sitting at a desk and working at a computer using a keyboard and mouse performing repetitive tasks.
• Ability to open file cabinets, reach with hands and arms, bend, and twist, lift and move files.
• Ability to lift up to 25 pounds.
• Must wear required Personal Protective Equipment (PPE) where required.
• Work may include exposure to extreme noise of firearms, requiring the use of ear protection equipment.
• Must comply with all work exposure EH&S training requirements and adhere to SIG SAUER Inc. Security Mandates.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.