Technical Customer Service Representative

Fox Factory•Spanish Springs, NV

15d•Onsite

About The Position

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

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 working within specific programs
High school diploma or equivalent
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 required

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 merchandize 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.