Technical Customer Service Specialist - Bike & Vehicle Tech

Fox Factory; Nevada (IA); On-site; USD 40,000 - 60,000; Full time

Benefits offered by this job

Employee discounts

Benefits package

Job summary

FOX Factory designs, engineers, manufactures and markets performance-defining products for a global customer base. We seek a technical focus on customer service to resolve after-sales requests, warranties and service needs, leveraging ERP systems and related tools.

You will work within a dynamic service team, ensuring clear communication, accurate order processing, and rigorous adherence to policies and quality standards while contributing to an excellent customer experience.

Qualifications

• High school diploma or equivalent.
• 2+ years of experience as a technician in a bicycle shop or similar role.
• Ability to use hand tools without damaging products.
• Ability to read technical drawings and engineering documents.
• Proven excellence in customer service.
• Ability to develop, maintain and nurture client relationships.

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.
• Working 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.
• Understanding the liabilities and Customer Ride experiences that go along with performing services on a very technical product.

Skills

Hand tools

Explain mechanical issues

Read technical drawings

Follow detailed instructions

Customer service

Client relationships

MTB suspension knowledge

Computer skills

Education

High school diploma or equivalent

Tools

ERP systems

ReAmaze

Microsoft Teams

Outlook

Job description

FOX Factory designs, engineers, manufactures and markets performance-defining products for a global customer base. We seek a technical focus on customer service to resolve after-sales requests, warranties and service needs, leveraging ERP systems and related tools.

You will work within a dynamic service team, ensuring clear communication, accurate order processing, and rigorous adherence to policies and quality standards while contributing to an excellent customer experience.