Technical Customer Service Representative

Fox Factory, Inc.; Spanish Springs (NV); On-site; USD 42,000 - 58,000; Full time

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.

Skills

Customer service

Bike suspension tech

Read engineering drawings

ERP systems

Data entry / spreadsheets

Relationship building

Troubleshooting

Hand tool usage

Education

High school diploma

Tools

ERP systems

ReAmaze

Microsoft Teams

Outlook

FOX service website

Databases navigation

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
• Generate 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 the 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 accompany performing services on a very technical product

Specific Knowledge, Skills or Abilities

• 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 operate 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 similar environment 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 employees to successfully perform the essential functions of the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the job’s 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

Medical, Dental, Vision, Health Spending and Dependent Care Savings Accounts, Disability and Life Insurance benefit programs are available, as is a 401(k) plan with employer matching. Eligibility for all benefit programs is defined by the applicable plan document or employee handbook.