Job Description
Job Purpose: Provide technical support to customers regarding firearm-related issues via telephone and email. Perform firearm repairs and replacements in accordance with company policies and procedures. Collaborate with the Technical Support & Gunsmithing Manager to support the achievement of departmental goals and objectives.
ESSENTIAL JOB FUNCTIONS: • Provide timely, courteous and efficient customer service, including handling warranty claims and inquiries via phone and email, and collaborating with product experts to resolve issues
• Repair firearms to factory specifications using hand tools and machinery, including grinders, drills, rotary tools, disk sanders and other types of equipment
• Demonstrated proficiency in utilizing company-specific software systems to manage tasks
• Install firearm components using screws and hand tools; such as metallic or optical sights, pistol grips, recoil pads, and decorative parts of firearms
• Operate equipment to grind, polish, and fit metal parts
• Skilled in reviewing product specifications across catalogs and websites to identify errors and assess potential performance issues
• Perform basic to complex-level wood and metal work to support firearm maintenance
• Demonstrated ability to safely operate and discharge firearms in controlled environments to replicate scenarios and identify mechanical or operational issues
• Maintain comprehensive knowledge of the CZ-USA product line, serving as a subject matter expert for designated product categories
• Maintain comprehensive knowledge of CZ-USA products, including materials, coatings, finishes, and styles, with a strong understanding of wood, plastic, and metal applications
• Collaborate with Customer Service and product specialists to effectively resolve customer issues
• Identify, document, and report product issues, changes and new technical information; communicate effectively with internal teams and supervisors
• Provide training and mentorship to Firearms Technicians and Gunsmiths
• Provide cross-functional support by assisting department colleagues as needed and responding to inquiries from other departments related to product expertise
• Perform routine machine cleaning and maintenance; maintain a clean and organized work area
• Safely handle and apply chemicals including solvent tanks, Ultrasonic Snail / Lead
• Promptly communicate issues or concerns to supervisory personnel
• Accurately complete and maintain all required paperwork and records in a timely manner
• Participate in ongoing learning through educational opportunities and professional publications
• Maintain regular and punctual attendance to support workflow continuity
• Adhere to all company policies and procedures
• Perform other duties as assigned by supervisor or manager
QUALIFICATIONS: To perform this job successfully, you must be able to perform each essential job function satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required.
Education 2 Year Degree or equivalent experience
Required Experience & Skills • Must have 3-5 years of in-depth Gunsmithing and/or machining experience
• Basic knowledge of reloading techniques and ballistics principles
• Ability to successfully complete basic proficiency tests in milling, lathe operation, and welding as required by management
• Strong interpersonal skills; friendly, approachable, motivated, with a strong work ethic and integrity
• Ability to multi-task, manage time effectively, and prioritize responsibilities
• Strong critical thinking and problem-solving abilities
• Must understand firearm cycle of operations
• Comprehensive understanding of CZ-USA's products and applications
• Strong proficiency in Microsoft Office Suite, including Outlook, Word, and Excel
• Effective use of electronic communication tools (email, phone systems, etc.)
• Fluent in spoken and written English
• Must be able to work 8 hours daily, 5 days weekly, Monday through Friday
• Willingness to work overtime as needed to support operational demands
Preferred Experience & Skills • Prior experience in customer service, preferably in a technical or retail setting
• Hands-on experience as a Gunsmith in a retail or customer-facing environment
• Associate degree in Gunsmithing from a state-accredited institution, or equivalent practical experience in lieu of formal education
• Active participation in shooting sports or reloading, either as a hobby or trade
Supervisory Responsibilities No
Travel Requirements Up to 5%
Additional Eligibility Requirements • Must be at least 18 years old
• Ability to legally possess firearms under applicable laws
• Must know basic firearms safety
• Ability to pass a criminal background test and drug test
PHYSICAL REQUIREMENTS & WORKING CONDITIONS: The following are the physical requirements of this position, which all workers filling the position must be able to do or withstand each day:
Workload: This position is classified as heavy work: Exerting in excess of 100 pounds of force occasionally, and/or in excess of 50 pounds of force frequently, and/or in excess of 20 pounds of force constantly to move objects.
Vision: Maintain close visual acuity for computer work, data analysis, reading, and color recognition.
Mobility and Movement: Walking for extended distances, standing for prolonged periods, and transitioning between positions such as stooping, kneeling, and crouching.
Manual Agility and Reach: Reaching in various directions and using upper extremities to push, pull, lift, or carry objects.
Strength and Endurance: Exerting physical effort to move items from one position to another, including lifting from low to high surfaces and applying sustained force during pushing or pulling tasks.
Dexterity: Perform tasks requiring fingering, grasping, feeling, and repetitive hand or wrist motions.
Communication: Speak clearly, follow and deliver detailed verbal instructions, and hear accurately (with or without correction).
Environment: Work in conditions that may include exposure to fumes, odors, dusts, mists, oils or gases.
Job Tags
Work at office, Monday to Friday