Handcuff Repair/Customer Service - Houlton, ME

Position Overview:

This position is responsible for performing all aspects of handcuff customer service. This includes but is not limited to handcuff repair, communication with customers, problem solving and interaction with handcuff production team to relay information as needed.

Essential Duties and Responsibilities:

• Must be able to diagnose, problem solve, and repair all defects associated in a timely manner such as, but not limited to: Broken keys, jammed locks, foreign material in locking area, bent jaws/checks, replacement of jaws, replacement of lock works, broken joint studs and swivels.
• Must know model numbers and the parts that belong to them.
• Must be able to determine correct parts / finishes visually by SKU/ model number
• Must be able to fully inspect a handcuff for all factory specifications including but not limited to the defects listed above.
• Must be able to modify correct components properly to ensure handcuff meets factory specifications while ensuring safe operation and durability.
• Must maintain a clean and organized work area to ensure cosmetics are not compromised during the repair process.
• Must be able to communicate with customers as needed to discuss repair status and or approach.
• Must be able to drill out joint studs, key bosses, cut chain, weld, twist links, assemble rivet and qualify handcuffs as needed.
• Must be able to work effectively in a team environment and continuously work to improve the product.
• Operate machine or group of machines and adjust as needed to repair handcuffs.
• Safely handle and manually transport materials, parts, supplies, etc., within department.
• Work to meet or exceed schedule/job standard and quality requirements
• Keep work area and equipment clean, safe and orderly.
• Follow all safety and EH&S requirements and use of personal protective equipment
• Openly offer job suggestions for possible improvements such as methods, procedures, ways of doing things, housekeeping, safety, training, etc.
• May be required to perform other miscellaneous job duties and related functions as directed by Supervisor or another designated person. This may include handcuff assembly and welding areas as needed.
• Be actively involved and willing to complete all training requirements to advance skills and proficiencies.
• Attendance is an essential function of the job.
• Gather and record data as required to help problem solve and improve products based on product returns.

NOTE: This list presents only the principal duties of the position and is not intended to be comprehensive. The duties and responsibilities listed above may be changed or supplemented at any time in accordance with business needs and conditions.

Education and Experience:

• High School/GED, Degree requirements, at least 3 years of handcuff assembly experience
• General knowledge of the job and machining techniques
• Must be able to read and interpret drawings, follow routers, use simple math to perform calculations, and use basic and advanced measuring tools

Competencies and Skills:

• Must be able to read, write and interpret the English language
• Basic computer skills preferred

Physical Demands:

• Must be able to sit, stand, walk, climb, bend, stoop, push, pull, carry, reach, twist
• Must be able to lift up to 45 pounds

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

Work Environment and Personal Protective Equipment:

Within the Smith & Wesson manufacturing facility, employees may be exposed to manufacturing noise, airborne liquid chemicals, fine particulate dust, ambient temperatures, and industrial lighting. Work environment is similar to most manufacturing operations. May be exposed to excessive noise, temperatures, hazards associated with working around moving machinery, work in confined quarters, exposure to vibrations and shop lighting, continuous exposure to hot temperatures, may be humid, odors, dust, continuous exposure to mechanical hazards, and occasional exposure to chemical hazards.

The following Personal Protective Equipment is required:

• Safety glasses with side shields and hearing protection required when on manufacturing floor

The use of additional personal protective equipment (PPE) may be required when a job task(s) is being completed in or around your assigned department or in another department, this includes safety eyewear, hearing protection, and safety footwear.

Revised 12/15/25