Technical Support Gunsmith

Job Purpose: Provide technical support to customers regarding firearm-related issues via telephone and email. Perform firearm repairs and replacements in accordance with company policies and procedures. Collaborate with the Technical Support & Gunsmithing Manager to support the achievement of departmental goals and objectives. ESSENTIAL JOB FUNCTIONS: Provide timely, courteous and efficient customer service, including handling warranty claims and inquiries via phone and email, and collaborating with product experts to resolve issues Repair firearms to factory specifications using hand tools and machinery, including grinders, drills, rotary tools, disk sanders and other types of equipment Demonstrated proficiency in utilizing company-specific software systems to manage tasks Install firearm components using screws and hand tools; such as metallic or optical sights, pistol grips, recoil pads, and decorative parts of firearms Operate equipment to grind, polish, and fit metal parts Skilled in reviewing product specifications across catalogs and websites to identify errors and assess potential performance issues Perform basic to complex-level wood and metal work to support firearm maintenance Demonstrated ability to safely operate and discharge firearms in controlled environments to replicate scenarios and identify mechanical or operational issues Maintain comprehensive knowledge of the CZ-USA product line, serving as a subject matter expert for designated product categories Maintain comprehensive knowledge of CZ-USA products, including materials, coatings, finishes, and styles, with a strong understanding of wood, plastic, and metal applications Collaborate with Customer Service and product specialists to effectively resolve customer issues Identify, document, and report product issues, changes and new technical information; communicate effectively with internal teams and supervisors Provide training and mentorship to Firearms Technicians and Gunsmiths Provide cross-functional support by assisting department colleagues as needed and responding to inquiries from other departments related to product expertise Perform routine machine cleaning and maintenance; maintain a clean and organized work area Safely handle and apply chemicals including solvent tanks, Ultrasonic Snail / Lead Promptly communicate issues or concerns to supervisory personnel Accurately complete and maintain all required paperwork and records in a timely manner Participate in ongoing learning through educational opportunities and professional publications Maintain regular and punctual attendance to support workflow continuity Adhere to all company policies and procedures Perform other duties as assigned by supervisor or manager QUALIFICATIONS: To perform this job successfully, you must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Education 2 Year Degree or equivalent experience Required Experience & Skills Must have 3-5 years of in-depth Gunsmithing and/or machining experience Basic knowledge of reloading techniques and ballistics principles Ability to successfully complete basic proficiency tests in milling, lathe operation, and welding as required by management Strong interpersonal skills; friendly, approachable, motivated, with a strong work ethic and integrity Ability to multi-task, manage time effectively, and prioritize responsibilities Strong critical thinking and problem-solving abilities Must understand firearm cycle of operations Comprehensive understanding of CZ-USA’s products and applications Strong proficiency in Microsoft Office Suite, including Outlook, Word, and Excel Effective use of electronic communication tools (email, phone systems, etc.) Fluent in spoken and written English Must be able to work 8 hours daily, 5 days weekly, Monday through Friday Willingness to work overtime as needed to support operational demands Preferred Experience & Skills Prior experience in customer service, preferably in a technical or retail setting Hands-on experience as a Gunsmith in a retail or customer-facing environment Associate degree in Gunsmithing from a state-accredited institution, or equivalent practical experience in lieu of formal education Active participation in shooting sports or reloading, either as a hobby or trade Supervisory Responsibilities No Travel Requirements Up to 5% Additional Eligibility Requirements Must be at least 18 years old Ability to legally possess firearms under applicable laws Must know basic firearms safety Ability to pass a criminal background test and drug test PHYSICAL REQUIREMENTS & WORKING CONDITIONS: The following are the physical requirements of this position, which all workers filling the position must be able to do or withstand each day: Workload: This position is classified as heavy work: Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects. Vision: Maintain close visual acuity for computer work, data analysis, reading, and color recognition. Mobility and Movement: Walking for extended distances, standing for prolonged periods, and transitioning between positions such as stooping, kneeling, and crouching. Manual Agility and Reach: Reaching in various directions and using upper extremities to push, pull, lift, or carry objects. Strength and Endurance: Exerting physical effort to move items from one position to another, including lifting from low to high surfaces and applying sustained force during pushing or pulling tasks. Dexterity: Perform tasks requiring fingering, grasping, feeling, and repetitive hand or wrist motions. Communication: Speak clearly, follow and deliver detailed verbal instructions, and hear accurately (with or without correction). Environment: Work in conditions that may include exposure to fumes, odors, dusts, mists, oils or gases.