ReBIRD Specialist

ARC'TERYX; Auckland; On-site; NZD 65,000 - 95,000; Full time

Benefits offered by this job

Uniform provided

Team discount

Bonus scheme

Parental leave top-up

Employee assistance program

On-the-job training

Global career pathways

Job summary

ARC’TERYX Auckland store seeks a passionate ReBIRD Specialist to lead repair services and customer care across New Zealand. You will combine hands-on repair work with technical leadership and training, ensuring high-quality service aligned with ARC’TERYX standards.

Responsibilities include guiding store teams, managing complex repair/warranty cases, and supporting ongoing improvement of ReBIRD operations. Travel within NZ is required, with base at Commercial Bay, Auckland.

Qualifications

• 1+ year of experience in retail leadership, specialist services, or repair-focused roles.
• Strong hands-on technical capability in garment repair, care, or alterations.
• Ability to guide customers through repair options and timelines.
• Experience training or coaching others to improve service delivery.
• Clear written and verbal communication with internal teams.

Responsibilities

• Deliver high-quality assessments, repairs, care, and circularity services across in-store, online, warranty, and B2B channels.
• Provide customers with practical repair options, outcomes, and service timeframes.
• Act as market SME for ReBIRD services, product care, and repair techniques.
• Manage complex repair and warranty cases through resolution.
• Develop technical onboarding and coaching for ReBIRD operators and store teams.
• Support technical standards, safe working practices, and process improvements.

Skills

Retail leadership

Technical repair

Customer service

Training/coaching

Communication

Problem solving

Job description

About ARC’TERYX

Located in the Canadian Coast Mountain wilderness,Arc’teryxis built on the principle of obsessive, precisedesign and production.

The unique in-house manufacturing and design centersallow the brand to constantly evolve and build productsthe right way. Timeless quality, intuitive design and simplicity result inunrivaled performance at the point of extreme need.

About the Opportunity

Arc’teryx is looking for a passionate and technically skilled ReBIRD Specialist to join our team at Commercial Bay in Auckland.

In this unique role, you will lead the delivery and ongoing development of ReBIRD services across the New Zealand market. Combining hands-on repair expertise with customer service, technical leadership, training, and process improvement, you will help extend the life of Arc’teryx products while delivering an exceptional experience for our customers.

As our market-level ReBIRD subject-matter expert, you will provide technical guidance to store teams and ReBIRD operators, manage complex repair and warranty cases, and help ensure our services are delivered safely, consistently, and in line with Arc’teryx brand standards.

What You’ll Be Doing

• Deliver high-quality product assessments, repairs, care, and circularity services across in-store, online, warranty, and B2B channels.
• Provide customers with clear and practical advice regarding repair options, expected outcomes, and service timeframes.
• Act as the market subject-matter expert for ReBIRD services, product care, repair techniques, materials, and equipment.
• Manage complex or technically challenging repair and warranty cases through to resolution.
• Develop and deliver technical onboarding, training, and coaching for ReBIRD operators and relevant store teams.
• Support consistent technical standards, procedures, and safe working practices across the operator network.
• Monitor service performance, identify trends, and provide practical insights that support continuous improvement.
• Partner with Retail, Brand, Customer Service, Warranty, Product, and Operations teams to strengthen and grow ReBIRD services.
• Support ReBIRD events, activations, workshops, and customer education initiatives.
• Identify technical or operational risks and recommend appropriate corrective or preventative action.

What We’re Looking For

• At least one year of experience in retail leadership, specialist retail services, technical customer service, repair services, or a comparable role.
• Strong hands-on technical capability, ideally involving sewing, garment repair, alterations, manufacturing, product care, or a related discipline.
• The ability to assess and resolve complex customer or technical cases.
• Experience training, coaching, or developing the capability of others.
• Strong written and verbal communication skills.
• Confidence interpreting service information, identifying trends, and communicating practical insights.
• Strong organisational skills and the ability to manage competing priorities while following cases through to completion.
• The ability to collaborate with and influence stakeholders across different functions.

Please note, that while this role is based out of the Commercial Bay store, you will be expected to travel across our sites in New Zealand.

Our Benefits

• Kick start with Arc’teryx uniform provided
• A generous team discount, not only with Arc’teryx, but other affiliated brands with Amer Sports
• Competitive salary and a great bonus scheme
• Parental Leave Top Up Program to support all future parents
• Access to an Employee Assistant Program to support your health & wellbeing
• Continuous on the job training, development opportunities to supportyour career growth
• Be part of a global business with great career pathways and opportunities across multiple brands