Firearm Service Technician

DescriptionShift/Hours: Monday - Friday 7a - 3:30pDepartment: Customer ServiceReports To: Customer Service ManagerEmployment Type: Full-TimeGENERAL SUMMARYThe Firearms Service Technician is primarily responsible for technical troubleshooting, diagnostic evaluation, and physical repair of firearms to resolve customer concerns and restore products to factory specifications. This role serves as a critical link between the customer and the company, ensuring that all technical issues are addressed with precision and communicated clearly in accordance with company policy. By partnering with Customer Service, Engineering, and Quality teams, the Technician drives product performance improvements and ensures the highest levels of customer satisfaction and operational safety.CORE RESPONSIBILITIESPrimary Technical Resolution & CommunicationDiagnose and troubleshoot customer firearm concerns as the primary priority, identifying mechanical issues and implementing effective remedies.Clearly communicate technical findings, repair outcomes, and safety recommendations directly to the customer via phone or email in accordance with company policies.Execute precision repairs and adjustments to ensure firearms meet original factory specifications and safety standards.Provide detailed technical feedback regarding common failure points to help prevent future customer issues.Returns Processing & InspectionPerform inspection, disposition, and data entry for all returned productsAccurately document findings and ensure proper routing (repair, scrap, reuse)Support receiving and shipping functions tied to returnsSystems & DocumentationEnter and maintain warranty, repair, and order data in SAP and CRM systemsTrack and communicate repair timelines and shipping expectationsProcess work orders to convert finished goods into reusable/sellable componentsCross-Functional CollaborationCommunicate product issues, defects, and trends to Quality and EngineeringAssist in identifying root causes and continuous improvement opportunitiesTesting & Operational SupportParticipate in live fire testing after required compliance trainingAssist with production, assembly, or other operational needs as requiredKEY PERFORMANCE INDICATORS (KPIs)Return Processing Time: = 3 business days average from receipt to dispositionWork Order Completion Rate: = 95% completed within standard turnaround timeInspection Accuracy Rate: = 98% (minimal rework or misclassification)Data Entry Accuracy (SAP/CRM): = 99% error-free transactionsWarranty Claim Resolution Time: = 5-7 business days averageCustomer Satisfaction Score (CSAT): = 90% on support interactionsFirst Contact Resolution Rate: = 80%Email/Inquiry Response Time: Within 24 hours (business days)Internal Escalation Timeliness: Same day for urgent quality issuesIdentified Defect Trends Reported: Minimum 2 actionable insights per quarterParticipation in Process Improvements: Documented contributions quarterlyESSENTIAL SKILLS & QUALIFICATIONSEducation and ExperienceHigh school diploma or GED required (or equivalent combination of education and experience)1-3 years of experience in technical support, customer service, or a customer-facing sales environmentExperience in manufacturing, assembly, or production environments preferredMilitary or firearms-related experience considered a plusSkills and AttributesStrong firearms knowledge or demonstrated ability to quickly learn firearm platforms and componentsSolid mechanical aptitude and troubleshooting capabilityEffective verbal and written communication skills with the ability to explain technical concepts clearlyStrong interpersonal skills with a customer-focused mindsetAbility to work independently while managing multiple prioritiesDetail-oriented with strong organizational and problem-solving abilitiesCollaborative team player with the ability to build and maintain effective working relationshipsRequired QualificationsU.S. Citizenship requiredProficiency with SAP, HubSpot, or similar CRM/ERP systemsProficiency in Microsoft Office and general computer applicationsDemonstrated ability to maintain accuracy in data entry and documentationAbility to handle sensitive or regulated products in compliance with company policies and legal requirementsPhysical and Work RequirementsAbility to work at a computer for extended periods of timeAbility to lift and carry up to 40 pounds as neededAbility to perform repetitive tasks and maintain focus in a fast-paced environmentMust be able to stand, walk, bend, and reach throughout the workday as requiredAbility to safely handle firearms in accordance with all safety regulations and trainingAdditional ExpectationsSelf-motivated with a strong work ethic and ability to work with minimal supervisionFlexibility to take on additional responsibilities and support cross-functional teams as neededWillingness to work overtime or adjusted schedules based on business needsCommitment to continuous learning, product knowledge development, and process improvementMaintain professionalism in all customer and internal interactionsThe job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities that are required of the employee. Duties, responsibilities, and activities may change, or new ones may be assigned at any time with or without notice.