RMA Warranty Technician II

RMA Warranty Technician II

1st Shift

SIG SAUER, Inc. is a leading provider and manufacturer of firearms, electro-optics, ammunition, airguns, suppressors, remote controlled weapons stations, and training. For over 250 years SIG SAUER, Inc. has evolved, and thrived, by blending American ingenuity, German engineering, and Swiss precision. Today, SIG SAUER is synonymous with industry-leading quality and innovation which has made it the brand of choice amongst the U.S. Military, the global defense community, law enforcement, competitive shooters, hunters, and responsible citizens. Additionally, SIG SAUER is the premier provider of elite firearms instruction and tactical training at the SIG SAUER Academy. Headquartered in Newington, New Hampshire, SIG SAUER has over 3,400 employees across sixteen U.S. locations in three states, and four additional global facilities. SIG SAUER is certified a Great Place to Work. For more information about the company and product line visit: www.sigsauer.com

Position Summary: The RMA Warranty Technician II processes, inspects, dispositions, and reports on customer returns. Additionally, they will disseminate technical product information to appropriate team members. They may assist with live fire testing as needed. This position is intended for individuals that have intermediate experience in technical customer service, or a customer-focused sales environment. The RMA Warranty Technician II works in a team environment collaborating with Customer Service, Logistics, Marketing, Product Management, Design Engineering, Quality and other internal team members.

FLSA: Non-exempt

Job Duties and 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.
• Execute on replace without return (RWOR) type warranties and assist in out of warranty (OOW) communications.
• Assist with service parts inventory management.
• Assist in completing the Oregon Depot Repair scrap process.
• Complete non-inventory parts requests.
• Answer incoming internal emails on product inquiries, and process warranty claims, and/or requests for replacement parts.
• Review the Open Order Report and Open RMA Report to identify RMA's that need final resolution or close-out on bi-monthly basis.
• Support live fire testing upon completion of compliance requirements.
• Perform work orders to transition finished goods to UD or -R useable/sellable part numbers. Conduct scheduled cycle counts.
• Conduct scheduled cycle counts.
• Participate in and sustain 5S Standards.
• Must follow all required Safety and ISO procedures.
• Miscellaneous duties as assigned.

Education/Experience & Skills:

• High School diploma, or equivalent required, typically requires 4-6 years of experience in a technical customer service position, or a customer-focused sales environment. Practical experience in production and/or assembly will be considered.
• 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 with little supervision, effectively prioritize multiple tasks, be self- motivated, and maintain a strong work ethic.
• Ability to work independently and as part of a team.
• Communicate effectively to supervision regarding problems and corrective action.

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 50 pounds.
• Must wear required Personal Protective Equipment (PPE) where required.
• Work may include exposure to extreme noise of 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.

Qualified applicants will receive consideration for employment without regard to race, color, religion, sex, national origin, disability, protected veteran status or other characteristics protected by law.