The Technical Services Manager is responsible for planning and directing the activities of the Customer Service and Technical Services Department in a way that meets customer needs and satisfies company objectives.
ESSENTIAL JOB FUNCTIONS:
Effectively leads and supervises customer and technical services department to meet organizational and department goals
Responsible for participating in staffing initiatives for the department, including interviewing, hiring, and training employees;
Develops and implements guidelines for direct consumer customer support systems, policies and procedures
Oversees the processing of consumer orders, technical and warranty questions
Develops and evaluates operating reports to ensure that the department's performance meets or exceeds established standards
Partners with the Gunsmith Department to provide superior customer service and resolve any outstanding issues
Oversees the InterTel Customer Relationship Management Software program
Develops and conducts a Customer Service Training Program for the Sales Account Representatives by compiling materials and organizing data into a structured format
Manages difficult or emotional customer situations and provides prompt, customer service and resolution
Responsible for inventory management of parts for sale and repair, maintaining the proper level of product to ensure that parts ordered can be fulfilled or completed on a timely basis
Responsible for the adjudication of claims by Beretta’s customers concerning warranty vs. non warranty repair, products complaints (e.g. wood quality, wood-to-metal fit, poor operation, shipping damage, etc.) and incorrect parts order fulfillment or inability to fill the customer’s order on a timely basis
Develops procedures, establishes standards and administers activities to assure the timely delivery of products to customers (via parts sales or firearms repairs) and the effective response to customer requests, problems and requirements
Attends tradeshows and other company sponsored events as required
Other duties as assigned
Excellent verbal and written communication skills
Excellent interpersonal, negotiation, and conflict resolution skills
Excellent organizational skills and attention to detail
Excellent time management skills with a proven ability to meet deadlines
Strong analytical and problem-solving skills
Strong presentation and organizational skills and ability to prioritize tasks
Ability to act with integrity, professionalism, and confidentiality at all times
Conducts Customer Service training programs for other personnel
Proficient with Microsoft Office Suite, inventory software, and order processing systems
Bachelor's degree (B. A.) in Business or related field and 5+ years of relevant experience; experience in a call center or gun manufacturing environment preferred
WORKING CONDITIONS/PHYSICAL DEMANDS
Prolonged periods of sitting at a desk and working on a computer
Ability to perform business travel as needed, up to 25%; local and within the U.S. and to other employment locations
Ability to lift and transport up to 15 lbs.
Hiring is contingent upon eligibility to work in the U.S.
Beretta USA, Corp. is an EEO/AA employer and committed to creating an environment that values and supports diversity and inclusiveness across our organizations.
Disclaimer: The above job description is not intended as, nor should it be construed as, exhaustive of all responsibilities, skills, efforts, or working conditions associated with this job.
Reasonable accommodations may be made to enable qualified individuals with disabilities to perform the essential functions of this job.
Welcome and thank you for your interest in pursuing a career with Beretta U.S.A. Corp. At Beretta we pride ourselves in offering a professional, challenging and exciting work environment where each employee has plenty of opportunities to make a difference and grow with the company.
Since 1526, working at Beretta has meant sharing a passion for what we do, being committed to quality and helping maintain the company on the cutting edge of technology, quality and progress. Therefore, skills, experience, commitment and initiative are all qualities that are appreciated and rewarded at Beretta.
Please take a moment to read about the traditions and the benefits that you would enjoy as a Beretta employee.
We look forward to welcoming you aboard!
Beretta is an Equal Opportunity Employer.
More about Beretta's recruiting process Beretta does not accept unsolicited resumes and/or resumes that do not clearly identify any currently open position. Candidates must meet the minimum requirements for the position in order to be considered applicants. Applicants will be contacted only if an interview is in the process of being scheduled. Due to the very high volume of resumes we receive, Beretta does not accept telephone inquiries.
In compliance with the ADA Amendments Act (ADAAA), should you have a disability and would like to request an accommodation in order to apply for a currently open position with Beretta, please call 301-283-2191 ext. 1250 or e-mail us at EmployMe@berettausa.com.
Beretta U.S.A. Benefits HOLIDAYS The company provides 10 paid holidays each year.
PAID SICK DAYS 40 hours of paid sick leave per year (during the first year of employment sick leave is accrued at the rate of 4 hours per month beginning the first month after 30 days of service).
Years of Service Vacation 1-4 years 80 hours 5-9 years 120 hours 10 or more years 160 hours
INSURANCE Beretta provides a comprehensive health insurance package that includes a Medical, Dental, Vision and a Prescription Drug Plan. Benefits begin the first of the month following 3 months of continuous full-time service for non-exempt (hourly) employees and the first of the month following the date of hire for exempt (salaried) employees. Life Insurance is valued at two times the annual base wage. Long and Short-Term Disability Insurance eligibility begins at one year of continuous full-time service.
TUITION REIMBURSEMENT Tuition reimbursement for job related courses are available after 3 months of full-time regular service. Beretta will reimburse 85% tuition, laboratory and registration fees upon successful completion of course for qualified educational programs.
BERETTA USA CORPORATION 401(k) AND PROFIT SHARING PLAN The Plan's 401(k) contributions consist of salary deferral compensations made by employees and a contribution made by Beretta which equals 3% of compensation.
Eligibility All employees of Beretta U.S.A., except leased employees, are eligible to participate in the Plan. You become a participant in the Profit Sharing portion of the Plan on your date of hire. You become a participant in the 401(k) portion of the Plan after you complete 1 year of service.
Years of Service A year of service is a 12 month period in which you have 1000 hours of service.
Profit Sharing Contribution Beretta makes a discretionary contribution based on profits. Employees who complete a year of service during the Plan Year share in the Profit Sharing Contribution.
Beretta U.S.A. Traditions Annual Attendance Lotto After 1 year of service and meeting the attendance qualifications three (3) employees are randomly chosen to receive a monetary award each December.
Turkey Drive As a token of our appreciation each November each employee receives a Turkey to celebrate the Thanksgiving Holiday.
Children's Holiday Party The children of all Beretta U.S.A. employees are invited to attend a Holiday Party given every December at the Beretta U.S.A. Accokeek, MD facility.