Position Description:

As a Technical Support Advisor within our manufacturing plant, you will play a crucial role in ensuring smooth operations and efficient problem-solving processes. You will be responsible for providing guidance and assistance to the support team, resolving escalated issues, and implementing strategies to enhance productivity and customer satisfaction.

Supervisory Responsibilities:

• None

Competencies:

• Senior-level customer service experience, including troubleshooting assistance and guidance to customers.
• Lead and motivate the support team, fostering a positive work environment and encouraging collaboration and innovation.
• Possess strong communication skills, empathy, and passion for delivering a superior customer experience.
• Must have a comprehensive understanding of firearms, accessories, and related products.
• Previous experience in a customer service role, with a proven track record resolving complex customer inquiries and complaints.
• Know the federal, state, and local firearms laws and regulations, including background check procedures, age restrictions, and licensing requirements.

Essential Functions:

• Must have fast and accurate data entry skills, as well as a strong attention to detail. These skills are necessary to ensure timely and accurate processing of customer orders and support requests.
• Enter new orders into the Company’s resource planning system database.
• Onboard new customers, including set up in the Company’s planning system.
• Maintain accurate records of customer interactions, including case notes, resolutions, and feedback, to track performance and inform decision making.
• Process or modify customer orders as a result of technical correspondence.
• Serve as the primary point of contact for resolving complex and escalated customer issues, utilizing advanced problem-solving skills and technical knowledge.
• Quality Assurance: Monitor support interactions and service delivery to ensure quality standards are met, implementing corrective actions as needed.
• Generate system RMAs for customer returns.
• Learn and operate resource planning software.
• Learn the VLTOR product line to assist customers with basic technical questions.
• Enter and support all web orders for VLTOR.
• Identify areas for improvement in support processes and procedures, implementing solutions to streamline operations and enhance efficiency.
• Provide some support for social media with ideas and pictures.
• Enter sales orders as needed (especially custom-builds).
• Research other platforms for interface with VLTOR products or recommendations on technical questions.
• Effectively communicate with customers, visitors, and all members of the company at various levels.
• Collaborate with other departments, such as production, engineering, and quality assurance, to address customer issues and drive continuous improvement initiatives.
• Excellent communication skills, with the ability to effectively convey technical information to diverse audiences.
• Strong customer service skills, focusing on building rapport, addressing customer needs, and resolving inquiries.
• Work with minimal supervision.
• Maintain a neat and professional appearance while representing the company. This includes dressing appropriately and grooming oneself in a professional manner. It helps to project a positive image and create a good impression on clients and customers.
• Verbally provide customers with insights and recommendations to encourage sales.
• Diagnose returns and advise customers and internal staff of necessary disposition.
• Communicate with the manager on return issues to clarify any problems.
• Occasional overtime may be required to meet customer requirements.
• Serve as a backup for VLTOR order requests for processing.
• Able to provide assistance with ATF books and transfers.
• Adhere to safety protocols and maintain a clean and organized work area.

Non-essential Functions:

• This job description is not designed to cover or contain a comprehensive listing of activities, duties, or responsibilities that are required. Duties, responsibilities, and activities may change, or new ones may be assigned at any time, with or without notice.

Minimum Qualifications (Education, Experience, Skills):

• A high school degree and industry experience.
• Small arms weapons experience required.
• Understand the function and ability of firearms at all levels.
• Excellent problem-solving abilities, with a focus on finding efficient and effective solutions.
• Proven experience in a support or customer service role within a manufacturing environment.
• Knowledge of the VLTOR product line is preferred.
• Experience with lean manufacturing principles and continuous improvement methodologies is preferred.
• Working knowledge of the Microsoft Office suite.

Essential Physical Requirements:

• Able to sit and work at a desk for long periods.
• Ability to lift up to 45 pounds when needed.
• The ability to move around the plant and office environment comfortably, including walking, standing, and occasionally lifting and carrying items.

Other Physical Requirements:

• This is a designated safety-sensitive position.

Reasonable Accommodation Statement:

To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. Reasonable accommodation may be made to enable qualified individuals with disabilities to perform the essential functions.