Technical Support Representative - Mark 7 Reloading

Company Overview

Lyman Products Corporation is a leader in the exciting & growing shooting sports industry. Our product brands: Mark 7®, Pachmayr®, TacStar®, Trius®, Butch’s®, A-Zoom®, Targ-Dot® and Raytech® are recognized throughout the industry. Our mission is to establish performance excellence in all product lines and remain an industry leader in innovation, quality, and world- class support. If you’re seeking a great opportunity with a cutting-edge company that has been around since 1878, please apply. This position is for you.

Job Title:

Technical Support Representative, Mark 7 Reloading

Reports To:

Technical Service Supervisor

Summary/Objective

Summary/Objective

Lyman Products Corporation is currently looking for a talented Technical Service Representative to join our team to support the growing needs of our exciting Mark 7 Division. This position will be located in our Fort Myers (Florida) facility and helps to maintain strong ties betweenthecompanyandourcustomerbase. Our Mark 7 Division , acquired in 2019, represents the future of consumer and commercial reloading and has tremendous growth potential. The position will offer the right candidate the opportunity to be an integral part of the Technical Services Team, interact with customers in a positive way to promote the quality of the brand, and also help to drive the future of this innovative product line. Candidates will have the opportunity to provide support for legacy products and assist in the launch of new products, while working with all ranges of employees from Mechanical Assemblers to the CEO. The position requires talent, high energy, attention to detail, a team-based attitude, and a willingness to go the distance.

The preferred candidate will have a general understanding of firearms and/or the ammunition reloading process. Experience within this industry and with reloading is seen as a substantial benefit to the role.

Essential Functions:

Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions

  • Regularly interact with customers via telephone, email, online chat, or in person to provide technical support and information on products or services.
  • Provide Tier 1 and Tier 2 support within 3 months of training, troubleshooting technical issues with the products. This includes walking customers through machine setup, part replacements, and general service and maintenance. After receiving adequate training and experience (6 to 12 months), the candidate shall be able to provide support for Tier 3 situations, being able to tackle advanced diagnosis and work with confidence independently internally or while on-site with customers.
  • Manage technical support inquiries through the company’s ticketing system (ZOHO Desk). Take ownership of tickets, seeing them through to closure by providing information and/or resolving all issues that customers are facing. Maintain customer accounts and records of customer interactions with details of inquiries, complaints, or comments.
  • Enter orders for replacement parts and services for products both in and out of warranty, issuingRMAsforproductsthatneedtobesentinforservicerepair. FollowallRMA’s through until closure is reached and customers are as satisfied as possible given the situation.
  • Resolve customer issues and maintain customer satisfaction levels through timely and clear communication (verbal and written). When the issue is beyond the representative’s knowledge or needs to be escalated, forward to an assigned specialist or management.
  • Provide feedback and help to maintain customer-facing documentation for the website, forums, and product user manuals.
  • After sufficient on-boarding and training, become comfortable and confident in leading training sessions for customers who’ve recently purchased new products.
  • Work Directly within the sales team, assisting in all ways possible to help answer customers' questions, secure order, and facilitate clear communication with customers
  • Work closely with Engineering, Quality, and Operations to implement enhancements that improve product reliability and serviceability based on customer feedback
  • Contribute to ongoing improvement to business process with suggestions and ideas, while taking ownership of such
  • Build relationships and promoto a positive work enviroment, focused on teamwork and achieving company goals

 

General Qualifications

  • A general understanding of firearms, the ammunition reloading process, and/or within the industry is required to be successful within the time frame needed.
  • Minimum 1 year of experience in a customer service or technical support role
  • Detail oriented with outstanding interpersonal and communication across all channels
  • Excellent organizational skills, including the ability to prioritize multiple tasks
  • Willing to travel to customer sites as required. Travel is expected to average between
    25%-50% depending on the demand.
  • Team player with the ability to work across all levels of the organization
  • Experience with Microsoft Office products, ERP/CRM Systems and/or Ticketing Systems
  • Adaptable to changing events in an office environment or when traveling.
  • Reliable and fully committed to the success of the company

 

Preferred Qualifications

  • High School diploma or equivalent
  • Excellent analytical and communication skills with the ability to communicate complex techincal troubleshooting in an east-to-understand manner
  • Experience with software/electrical/mechanical products or industries is preferred

Working conditions:

  • When within the office environment, business/casual dress.
  • When traveling to customer sites, company-branded attire shall be provided.

Physical requirements:

  • Stand, walk and sit frequently. Ability to travel to remote locations without restrictions that would impact the success of the trip.
  • Ability to use the phone effectively for large portions of a workday
  • Ability to use a computer and accessories effectively for large portions of a workday
  • Vision abilities are required to perform mechanical tasks with small parts, to read and
    interpret documents, and to work on a computer monitor.
  • Lift and/or move up to 10 pounds frequently, up to 25 pounds occasionally, and up to 50
    pounds rarely (lifting equipment shall be provided if needed)

Position Type/Expected Hours of Work:

This is a full-time position, Days and hours of a typical work week are Monday through Friday, 8:00 a.m. to 5:00 pm., with one hour allocated for lunch. Additional working hours may be requested due to business conditions. See the company handbook for recognized paid holidays, time-off policies, and other details

Please note this job description is not designed to cover or contain a comprehensive listing of activities, duties or responsibilities and activities may change at any time with or without notice.

Equal Opportunity Employer

Lyman Products is an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, creed, sex, age, marital status, national origin, ancestry, physical or learning disability, past/present mental disorder, intellectual disability, pregnancy, sexual orientation, gender identity or expression, genetic information, veteran status or any other basis protected by law. Lyman also provides reasonable accommodations when requested by a qualified applicant or employee with a disability, unless such accommodation would cause an undue hardship. The policy regarding requests for reasonable accommodation applies to all aspects of employment, including the application process.

Lyman Products, an equal opportunity employer, is always looking for high quality individuals to join our team. To further explore any of the positions mentioned on this page, please send your resume with reference to the specific job title, to the following address:

Lyman Products Corp

475 Smith Street

Middletown, CT 06457

Attn: Tina Pac at Human Resources

Email your resume now [email protected]

Or apply via indeed 

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