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. With a legacy spanning over 250 years, SIG SAUER blends American ingenuity, German engineering, and Swiss precision to deliver industry-leading quality and innovation. The brand is trusted by the U.S. Military, global defense community, law enforcement, competitive shooters, hunters, and responsible citizens. SIG SAUER also operates the premier SIG SAUER Academy, offering elite firearms instruction and tactical training. Headquartered in Newington, New Hampshire, the company employs teams across U.S. and global facilities and is certified as a Great Place to Work™.

About the role

The Customer Service Technical Specialist I processes, inspects, and determines disposition of customer returns while maintaining accurate reporting. This role involves detailed customer and internal follow-up, supporting receiving operations, and delivering a strong customer experience with a focus on post-warranty satisfaction. Opportunities include recommending and selling products and upgrades. This entry-level position is ideal for individuals with limited to intermediate technical customer service experience, working collaboratively with teams across Customer Service, Logistics, Marketing, Product Management, Design Engineering, and Quality.

Responsibilities

• Support full inspection, disposition, data recording, receiving, and shipping of product returns as needed.
• Provide technical assistance and issue resolution for SIG SAUER Electro-Optic products, creating win-win outcomes for customers and the company.
• Coordinate warranty upgrade opportunities with the Sales Operations team and manage post-RMA shipment and satisfaction processes.
• Communicate with Customer Service Representative Technician Specialists regarding non-inventoried parts 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 requiring final resolution or back-order attention.
• Communicate effectively with supervision regarding problems and corrective actions.
• Participate in 5S workplace organizational activities and maintain the area in good working order through sustainment efforts.
• Engage in and actively volunteer for Continuous Improvement projects and tasks.
• Follow all required Safety and ISO procedures.
• Perform miscellaneous duties as assigned.

Requirements

• High School diploma or equivalent required.
• 2-4 years of experience in a technical customer service position or a customer-focused sales environment; practical experience in production and/or assembly may be considered.
• Solid firearms knowledge or demonstrated aptitude.
• In-depth knowledge of customer service principles and best practices.
• 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.
• Strong interpersonal and troubleshooting skills.
• Proficient in Microsoft Word, Excel, PowerPoint, and ERP Customer Service support software (Oracle preferred).
• Ability to clearly, concisely, and accurately convey ideas and information verbally and in writing.
• Ability to work independently and as part of a team with minimal supervision, prioritize multiple tasks, 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 applicable.
• Work may include exposure to extreme noise from 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.