Technical Customer Service Representative

Fox Factory; Coldwater (MI); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

401k plan with employer matching

Job summary

Fox Factory in Coldwater, Michigan is seeking a Technical Service Representative to analyze and troubleshoot issues related to installation and warranty. The role involves taking technical service calls, providing problem-solving support, and collaborating with teams to ensure customer satisfaction. Candidates should possess strong technical knowledge, organizational skills, and a high school diploma. Benefits include medical, dental, vision, and 401k with employer matching. Join us for a fun and engaging workplace that values teamwork and excellence.

Qualifications

• Must be able to work well under pressure.
• Ability to read product prints.
• Flexibility and the ability to thrive in a fast-paced environment.

Responsibilities

• Analyze, troubleshoot, and resolve technical-related issues for customers.
• Communicate with customers in a professional manner.
• Collaborate with R&D on engineering and common issues.

Skills

Strong organizational and time-management skills

Strong technical understanding of products and vehicles

Effective and professional written and verbal communication skills

Meticulous attention to detail and accuracy

Education

High School Diploma or GED

Job description

What We Do

FOX Factory designs, engineers, manufactures and markets performance‑defining products and systems for customers worldwide. Our premium brand, performance‑defining products and systems are used primarily on bicycles, side‑by‑side vehicles, on‑road vehicles with and without off‑road capabilities, off‑road vehicles and trucks, all‑terrain vehicles, snowmobiles, specialty vehicles and applications, motorcycles, and commercial trucks. Some of our products are specifically designed for and marketed to a variety of leading cycling and powered vehicle original equipment manufacturers ("OEMs"), while others are distributed to consumers through a global dealer and distribution network. Fox Factory Holding Corp. is the holding company of FOX Factory, Inc. and is publicly traded (FOXF) on Nasdaq.

Why you should join us

Not only do we provide competitive wages, you will also have access to great benefits and employee discounts. But more importantly, it’s a fun environment where we truly enjoy working as a team and bringing great products to our customers!

Position Summary

Analyze, troubleshoot, and resolve technical‑related issues for installation, warranty, product fit, and other customer issues.

Position Responsibilities

• Work in a fast‑paced environment, taking incoming technical service calls from customers.
• Listen, then analyze to resolve technical issues or questions.
• Communicate with customers in a professional and respectful manner.
• Provide solid problem‑solving skills with proficient attention to detail.
• Provide outstanding customer service.
• Efficient in returning all calls, emails, or any other form of follow‑up needed to the customer.
• Work as a team with the customer service and sales teams to ensure customer needs are met.
• Monitor forums for technical‑related topics.
• Collaborate with R&D on engineering and common customer service issues.
• Comply with all local, state, and federal laws and compliance.

Specific Knowledge, Skills, and Abilities

• Strong organizational and time‑management skills.
• Strong technical understanding of products and vehicles.
• Must be able to work well under pressure.
• Ability to read product prints.
• Effective and professional written and verbal communication skills.
• Meticulous attention to detail and accuracy.
• Ability to establish and meet deadlines.
• Flexibility and the ability to thrive in a fast‑paced environment.

Education

• High School Diploma or GED required.

Experience

• Technical background in vehicle mechanics and function.
• Understanding of suspension is a plus.

Work Environment and Physical Requirements

• Cubicle setting.
• Sitting for long periods of time.
• Long periods of computer usage.

Disclaimer

This list does not represent all physical demands. Descriptions are representative of those that must be met by employee to successfully perform the essential functions of the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the jobs’ essential functions.

Note

FOX provides equal employment opportunities for all employees and applicants for employment without regard to race, color, ancestry, national origin, gender, gender identity, sexual orientation, marital status, religion, age, physical disability (including HIV and AIDS), mental disability, results of genetic testing, or service in the military, or any other characteristic protected by the laws or regulations of any jurisdiction in which we operate. We base all employment decisions –including recruitment, selection, training, compensation, benefits, discipline, promotions, transfers, layoffs, terminations and social/recreational programs – on merit and the principles of equal employment opportunity.

Benefits

Fox offers an excellent compensation package and wide‑ranging opportunities for professional development. Medical, Dental, Vision, Health Spending and Dependent Care Savings Accounts, Disability and Life Insurance benefit programs are available, as is a 401k plan with employer matching. Eligibility for all benefit programs is defined by the applicable plan document or employee handbook.