Tech Support (Firearms)

Shift/Hours:  Monday – Friday 7a – 3:30p

Department: Customer Service

Reports To: Customer Service Manager

Employment Type: Full-Time

GENERAL SUMMARY

Tech Support (Firearms) 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 RESPONSIBILITIES
Primary Technical Resolution & Communication

• Diagnose 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 & Inspection

• Perform inspection, disposition, and data entry for all returned products
• Accurately document findings and ensure proper routing (repair, scrap, reuse)
• Support receiving and shipping functions tied to returns

Systems & Documentation

• Enter and maintain warranty, repair, and order data in SAP and CRM systems
• Track and communicate repair timelines and shipping expectations
• Process work orders to convert finished goods into reusable/sellable components

Cross-Functional Collaboration

• Communicate product issues, defects, and trends to Quality and Engineering
• Assist in identifying root causes and continuous improvement opportunities

Testing & Operational Support

• Participate in live fire testing after required compliance training
• Assist with production, assembly, or other operational needs as required

ESSENTIAL SKILLS & QUALIFICATIONS

Education and Experience

• High 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 environment
• Experience in manufacturing, assembly, or production environments preferred
• Military or firearms-related experience considered a plus

Skills and Attributes

• Strong firearms knowledge or demonstrated ability to quickly learn firearm platforms and components
• Solid mechanical aptitude and troubleshooting capability
• Effective verbal and written communication skills with the ability to explain technical concepts clearly
• Strong interpersonal skills with a customer-focused mindset
• Ability to work independently while managing multiple priorities
• Detail-oriented with strong organizational and problem-solving abilities
• Collaborative team player with the ability to build and maintain effective working relationships

Required Qualifications

• U.S. Citizenship required
• Proficiency with SAP, HubSpot, or similar CRM/ERP systems
• Proficiency in Microsoft Office and general computer applications
• Demonstrated ability to maintain accuracy in data entry and documentation
• Ability to handle sensitive or regulated products in compliance with company policies and legal requirements

Physical and Work Requirements

• Ability to work at a computer for extended periods of time
• Ability to lift and carry up to 40 pounds as needed
• Ability to perform repetitive tasks and maintain focus in a fast-paced environment
• Must be able to stand, walk, bend, and reach throughout the workday as required
• Ability to safely handle firearms in accordance with all safety regulations and training

Additional Expectations

• Self-motivated with a strong work ethic and ability to work with minimal supervision
• Flexibility to take on additional responsibilities and support cross-functional teams as needed
• Willingness to work overtime or adjusted schedules based on business needs
• Commitment to continuous learning, product knowledge development, and process improvement
• Maintain professionalism in all customer and internal interactions

The 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.

CMMG provides equal employment opportunities (EEO) to all applicants for employment without regard to race, color, religion, gender, sexual orientation, national origin, age, disability, genetic information, marital status, amnesty, or status as a covered veteran in accordance with applicable federal, state and local laws. Candidates must possess proper authorization to work in the United States and, where applicable, be able to possess technical data controlled by the U.S. State Department under the International Traffic In Arms Regulations (ITAR) in 22 CFR 120-130, or by the U.S. Commerce Department under the Export Administration Regulations (EAR) in 15 CFR chapter VII, subchapter C, Parts 730-774.