Customer Service Technician

Gwynedd Manufacturing, a growing defense contractor located in North Wales, is a state-of-the-art manufacturing facility dedicated to producing quality products for the U.S. Department of Defense and various U.S. Federal Law Enforcement Agencies. As an innovative company offering a wide array of products, we strive to continuously develop new technology and drive process improvement.

A Technical Support Specialist, or CS Tech, is responsible for assisting customers with technical issues or questions relating to firearms and firearm parts. Their duties include taking phone calls from customers or communicating with them through messaging platforms, helping customers diagnose technical issues over the phone and speaking with them about installing specific components.

Responsibilities

• Handling customer technical support cases through phone and email submission
• Updating the company tech guides with tech tips and brief documents
• Evaluating part compatibility from other manufacturers
• Improving existing programs by evaluating objectives and specifications, reviewing proposed changes and making recommendations
• Maintaining firearm functionality by testing firearm components
• Recording functional issues, collecting relevant data, identifying and evaluating options and suggesting a course of action
• Maintain client confidence by keeping an open line of communications during the RMA process
• Preparing reference material for users by drafting operation instructions

Gwynedd Manufacturing is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, age, sex, national origin, disability status, genetics, protected veteran status, sexual orientation, gender identity or expression, or any other characteristic protected by federal, state or local laws.

The above is intended to describe the general content of and requirements for the performance of this job. It is not to be construed as an exhaustive statement of duties and responsibilities. Management reserves the right to assign or reassign duties to this job at any time.

Requirements

• AR15 knowledge required. Basic firearm handling experience required.
• Communication: Able to communicate effectively and present to varying audiences. Strong communication skills are a necessity
• Must be a people person, willing to talk to dealers and customers along with addressing issues and trying to solve problems, both external and internal
• Customer Focus: Excellent customer service skills and the ability to put the customer first is a must.  Problem solving and negotiation are skills that are needed in this position.
• Goal Oriented: Motivation to succeed and achieve daily team goals and quotas.
• Positive attitude.
• Thrive on delivering exceptional customer service
• Ability to evaluate existing customers’ needs and level of contact needed and identify new opportunities to succeed.
• Willing to put in the time needed to perform special tasks when needed.
• Computers: Basic computer skills and ERP system navigation, and thorough understanding of Word and Excel.

Benefits

• Medical – IBC
• Dental –  The Standard Insurance Company
• Vision – IBC – included in medical premium
• Company Paid Life Insurance – The Standard Insurance Company
• Group Additional Life and AD&D Insurance-The Standard
• Group Short and Long Term Disability Insurance- The Standard
• 401 (k) w/ match – Aon (VOYA) (90 Days after full-time hire)
• Paid Time Off (PTO)
• 10 Company Paid Holidays
• Complimentary breakfast and lunch everyday for all employees