What are the responsibilities and job description for the Technical Support Representative position at FN America?
Description
FN America, LLC is a U.S. subsidiary of FN Herstal, S.A., a global leader in the development and manufacturing of high-quality, reliable firearms for military, law enforcement and commercial customers worldwide. Headquartered in McLean, Virginia with manufacturing operations in Columbia, South Carolina, FN America is passionately committed to providing its customers with a portfolio of FN-branded products, training and support services that enhance user performance and safeguard their lives. For more information, visit us at or follow us on Facebook, Twitter and Instagram.
Position Summary
The Technical Support Representative provides technical problem resolution to consumers and dealers by performing product diagnosis while guiding users through step-by-step solutions. The Technical Support Representative provides clear communication solutions in a user-friendly and professional manner.
Job Duties
- Researches customers’ information and determines the issue by evaluating and analyzing the symptoms.
- Researches required information using available resources.
- Redirects problems to appropriate resource(s).
- Processes and records call transactions using a computer and designated tracking software (SalesForce).
- Offers alternative solutions, where appropriate, with the objective of retaining customers’ and clients’ business.
- Follows up and makes scheduled call backs to customers, where necessary.
- Stays abreast with system information, changes, and updates.
- Assists in incoming firearm and accessory entry into Company ERP tracking system; inspects firearm and contents of case; conducts safety check and tagging.
- Processes firearm parts and components for gunsmith repair or customer sales/repair orders.
- Assists with cross training team members.
- Contacts consumers, employees, and Law Enforcement (LE) for payment or Federal Firearms License (FFL) information.
- Gains armorer certification throughout product line.
- Follows standard processes and procedures.
- Other duties as assigned.
Educational Requirements
A high school diploma or general education degree (GED) is required.
Experience Requirements
Two years of experience in customer service, firearms, or a combination of the two.
Skills and Competencies
All FN America employees are expected to demonstrate accountability, collaboration, communication, customer focus, and innovation. Additional skills required include:
- Firearm product and ammunition knowledge.
- Firearm functionality and safety knowledge.
- Exceptional verbal and written interpersonal skills.
- Excellent analytical skills and problem-solving skills combined with the ability to provide resolution to problems.
- Ability to think strategically and execute tactically while providing consistent and high levels of customer satisfaction in a fast-paced environment.
- High level of integrity and professionalism.
- Proficiency in Microsoft Office (Word, Outlook, Excel, and PowerPoint) is required.
- Proficiency in Salesforce Service Cloud, SAP and in Enterprise Resource Planning (ERP) Software is preferred.
Tools
Microsoft Office (Word, Outlook, Excel, and PowerPoint), Salesforce Service Cloud, SAP, QAD, ERP Software, and Firearms.
Licenses/Certifications
An Armorer and/or Gunsmith certification is preferred.
Working Conditions
Typical office environment with some travel between buildings and to other locations required. Must be able to frequently lift/move up to 10 pounds and occasionally move/lift to 25 pounds without assistance.
All FN America employees have a responsibility to participate in the development of a safe and healthy workplace and to comply with instructions given for their own safety and health and that of others.
Equal Opportunity Employer/Protected Veteran/Disability
FN America, LLC is committed to working with and providing reasonable accommodation to individuals with physical and mental disabilities.
If you need special assistance or an accommodation while seeking employment, please email HR@FNAmerica.com or call: 803-736-0522. We will make a determination on your request for reasonable accommodation on a case-by-case basis.
