Technical Customer Service Representative

Position: Technical Customer Service Representative 2
## Technical Customer Service Representative 2

Apply locations:
CA BC, Burnabytime type:
Full time posted on:
Posted Yesterday job requisition :
JR112776#
** 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!

If this sounds like something you would love to do, and a place you want to be a part of, get in touch with us by submitting your application. We look forward to hearing from you!
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* Position Summary:

** Technical focus on customer service to help resolve requests for FOX customers with service and warranty work.  Performs services requiring more in-depth product knowledge of a greater number of products.
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* Position Responsibilities:

*** Resolve customer requests via all communication channels, including phone, email, mail, and/or social media
* Handle service interactions to maintain customer loyalty and grow customer base
* Communicate tuning requirements with customers to derive optimum riding experience
* Recommend potential product replacement or services by collecting customer information and analyzing customer needs
* Provide Service Estimates and Service Upgrade opportunities before service work is started
* Resolve customer issues by using the FOX “Fair Plus” approach
* Create sales orders, return authorizations (RA) for service or warranties, and returned merchandize authorizations (RMA)  in ERP systems while overseeing expected RMA outcomes
* Provide detailed information to Service Technicians with an estimate for the Paid/Warranty repair work needed for any product sent in after a complete evaluation of the product
* Work with Engineering and other groups to influence product development and customer satisfaction
* 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.
* Mentor and influence new employees to establish good work habits and provide a strong work ethic
** Specific Knowledge, Skills or Abilities

Required:

*** Proficient with computer applications and all technical equipment used in the Service Center
* Able to work in the field to support outdoor events
* Ability to determine whether a component is covered under Warranty
* Problem solver
* Ability to become skilled using specialty tools properly
* Ability to explain mechanical issues in detail
* Ability to access engineering documentation and review technical drawings/tips needed to perform more complex product services
* 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…