Bike Suspension Tech Support Specialist

Fox Factory, Inc.

Spanish Springs (NV)

On-site

USD 42,000 - 58,000

Full time

14 days+

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Job summary

Fox Factory, Inc. is seeking a service-oriented technician to assist FOX customers with service and warranty work. You will handle requests across multiple channels, create and process orders, and manage RMAs and RAs in ERP systems.

The role emphasizes collaboration with other departments and adherence to SOPs. The ideal candidate has strong bike suspension knowledge, hands-on tool skills, and the ability to read engineering drawings while delivering excellent customer service in a fast-paced

Qualifications

High school diploma or equivalent is required.
Minimum 2+ years as a technician in a bicycle shop or similar environment with basic suspension service.

Responsibilities

Resolve customer requests via phone, email, mail, and social media.
Create a sales order in ERP systems.
Generate return authorizations (RA) for service or warranties in ERP systems.
Create RMAs in ERP system and oversee the outcome.
Become proficient with ERP systems, ReAmaze, Microsoft Teams, Outlook, and FOX service website.
Establish and maintain good working relationships with other departments.
Participate in departmental training to pass product tests.
Provide feedback to Service Supervisor/Manager as needed.
Follow department and company policies, procedures, and protocols.
Understand liabilities and customer ride experiences with servicing a very technical product.