Technical Support Specialist – Bicycle & ERP

Sport Truck USA, Inc.; Spanish Springs (NV); On-site; USD 45,000 - 65,000; Full time

Benefits offered by this job

Benefits package

Job summary

FOX Factory Holding Corp. in Spanish Springs, NV, seeks a Technical Customer Service Representative to support FOX customers with service and warranty work. You will handle requests via phone, email, and social channels, and you will create sales orders and RMAs in our ERP system.

The role requires 2+ years as a technician in a bicycle shop or similar, with strong knowledge of mountain bike suspension and the ability to read technical drawings. You will work in a fast-paced team environment.

Qualifications

• Must have strong customer-service skills and ability to resolve issues across channels.
• Ability to interpret technical information and communicate clearly with customers.
• Experience handling warranty/service processes and trust-building with clients.

Responsibilities

• Resolve customer requests via phone, email, mail, and social channels.
• Create sales orders in ERP systems.
• Create return authorizations (RA) for service or warranties in ERP systems.
• Create returned merchandise authorizations (RMA) in ERP system and oversee outcomes.
• Become proficient with ERP systems, ReAmaze, Teams, Outlook, and FOX service website.
• Maintain good relationships with other departments.
• Participate in departmental training and product testing.
• Provide feedback to Service Supervisor/Manager as needed.
• Work with the Service team to follow policies and procedures.
• Understand liabilities and customer ride experiences for technical products.

Skills

Customer service

Communication skills

Technical knowledge

Read drawings

Problem solving

Teamwork

Education

High school diploma or equivalent

Tools

ERP systems

ReAmaze

Excel

Microsoft Teams

Outlook

Job description

FOX Factory Holding Corp. in Spanish Springs, NV, seeks a Technical Customer Service Representative to support FOX customers with service and warranty work. You will handle requests via phone, email, and social channels, and you will create sales orders and RMAs in our ERP system.

The role requires 2+ years as a technician in a bicycle shop or similar, with strong knowledge of mountain bike suspension and the ability to read technical drawings. You will work in a fast-paced team environment.