Dec 09, 2020

Technical Services Manager

  • Beretta USA Corp.
  • Accokeek, MD, USA
Full time Firearms Industry Customer Service Installation-Maint-Repair Management

Job Description

JOB SUMMARY/OBJECTIVE:

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

QUALIFICATIONS/ABILITIES:

  • 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

EXPERIENCE\EDUCATION:

  • 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. 

ELIGIBILITY REQUIREMENTS

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.

 

 

 

 

 

 

 

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Company Address

17601 Beretta Dr, Accokeek, MD 20607

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