Technical Customer Service Representative

Fox Factory • US NV, Spanish Springs, NV

2d • Onsite

About The Position

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

Requirements

• 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

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 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.

Benefits

• competitive wages
• employee discounts
• Medical
• Dental
• Vision
• Health Spending and Dependent Care Savings Accounts
• Disability and Life Insurance benefit programs
• 401k plan with employer matching

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: High school or GED