Customer Service Technical Specialist I - 1st Shift

SIG SAUER Careers•Tualatin, OR

4d•Onsite

About The Position

SIG SAUER, Inc. is a leading manufacturer of firearms, electro-optics, ammunition, and more, with a history spanning over 250 years. The company prides itself on blending American ingenuity, German engineering, and Swiss precision. SIG SAUER is known for its industry-leading quality and innovation, making it a preferred brand for military, law enforcement, competitive shooters, hunters, and responsible citizens. The company also offers elite firearms instruction and tactical training at the SIG SAUER Academy. Headquartered in Newington, New Hampshire, SIG SAUER has multiple U.S. and global facilities and is certified as a Great Place to Work™. This entry-level position, Customer Service Technical Specialist I, is responsible for processing, inspecting, and determining the disposition of customer returns while maintaining accurate reporting. The role involves detailed customer and internal follow-up, supporting receiving operations, and delivering a strong customer experience. It also includes opportunities to recommend and sell products and upgrades, focusing on post-warranty customer satisfaction. This position is ideal for individuals with limited to intermediate technical customer service experience and requires collaboration with various internal teams including Customer Service, Logistics, Marketing, Product Management, Design Engineering, and Quality.

Requirements

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.
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.

Nice To Haves

Practical experience in production and/or assembly will be considered.

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.