Technical Customer Service Representative

Fox Factory; Spanish Springs (NV); On-site; USD 38,000 - 58,000; Full time

Job description

Position Summary

Technical focus on customer service to help resolve requests for FOX customers with service and warranty work.

Position Responsibilities

• Resolve customer requests via all communication channels, including phone, email, mail, and/or social media
• Create a sales order in ERP systems
• Create return authorizations (RA) for service or warranties in ERP systems
• Create returned merchandise authorizations (RMA) in ERP system and oversee expected outcome of the RMA
• Become proficient with ERP systems, ReAmaze, Microsoft Teams, Outlook, and FOX service website
• Establish and maintain good working relationships with other departments
• Participate in all departmental training sessions with an end goal of passing all product tests
• Provide feedback to Service Supervisor and or Manager as needed
• Work within the Service team to learn the proper way to service products and follow the policies, procedures, and protocols of the department and the company
• Understand the liabilities and customer ride experiences that go along with performing services on a very technical product

Specific Knowledge, Skills or Abilities Required

• Ability to use hand tools properly without damaging products
• Ability to explain mechanical issues in detail
• Ability to read technical drawings and engineering documents
• Understand and execute detailed instructions
• Ability to work in a fast-paced environment, meet productivity goals and have fun with a very dynamic and diverse team
• Proven excellence in customer service
• Ability to develop, maintain and nurture client relationships
• Strong technical knowledge of mountain bike suspension and components
• Moderate computer skills – able to create spreadsheets with formulas, navigate databases looking for technical information and work within specific programs

Position Qualifications

Education: High school diploma or equivalent.

Experience: 2+ years of experience working as a technician in a bicycle shop or other similar job experience where basic suspension maintenance or service on a technical product is performed.

Work Environment and Physical Requirements

Service/repair center workshop. Lift up to 50 lbs. frequently. Requires walking, standing, bending and lifting for long periods of time. Vision abilities required to validate and enter data on computer.

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.

Equal Employment Opportunity

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.