Technical Customer Service Representative

Fox Factory, Inc; Gauteng; On-site; ZAR 50 000 - 200 000; Full time

Job summary

A leading manufacturer is seeking a Technical Customer Service Representative to manage daily interactions with customers, provide technical support, and ensure efficient service processes. The ideal candidate possesses a high school diploma, 2 years of bike shop experience, and knowledge of vehicle suspension. This position offers competitive compensation and the opportunity to work in a fun team environment.

Benefits

Medical, Dental, Vision

Health Savings Accounts

Disability and Life Insurance

Qualifications

• 2 years minimum Bike shop experience or equivalent job experience.
• Call Center experience a plus.
• General knowledge of the Bicycle Industry.

Responsibilities

• Responsible for daily interactions with customers seeking technical support.
• Provide accurate estimates for servicing and support of products.
• Maintain a safe work environment by adhering to all safety regulations.

Skills

Knowledge of vehicle suspension

Mechanical aptitude

General computer skills (Email, Excel)

Proficient with Microsoft Office Suite

Education

High school diploma or equivalent

Associates or technical degree preferred

Job description

Job Overview

Technical Customer Service Representative

Locations: US NV, Spanish Springs

Type: Full time

Posted Today

Job requisition id: JR

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

• Responsible for the daily interactions with FOX customers seeking technical, warranty, and factory service support.
• Increases efficiency and profitability in the operations of service processes for the department.

Position Responsibilities

• Communications with SSG customers concerning creation of RA #’s, follow up on repairs that are in house, and technical support for all SSG Bicycle Suspension and RFE products.
• Evaluate products that have been sent in for warranty / service to confirm the action that the technicians will provide for that product.
• Provide accurate estimates and alternate options to customers for the servicing and support of products.
• Administration of products on “Hold” to ensure that they are resolved in a timely manner.
• Work closely with Technicians, CSR’s, and other departments to ensure that products being serviced do not meet with delays.
• Become cross trained to support any position within the department when needed.
• Maintain a safe work environment by adhering to all safety regulations within the department.
• Take pride in your work.
• Have fun and enjoy your job!

A good attitude is contagious.

Specific Knowledge, Skills, Abilities Required

• Knowledge of vehicle suspension.
• Mechanical aptitude.
• General computer skills (Email, Excel).
• Proficient with Microsoft Office Suite.

Position Qualifications

Education: High school diploma or equivalent. Associates or technical degree preferred.

Experience:

• 2 years minimum Bike shop experience or equivalent job experience.
• Call Center experience a plus.
• General knowledge of the Bicycle Industry.

Work Environment and Physical Requirements:

• May lift up to 50 lbs.
• Requires walking, standing, bending, and lifting for long periods of time.

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 k plan with employer matching.

Eligibility for all benefit programs is defined by the applicable plan document or employee handbook.