Technical Customer Service Representative

Position Summary

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

• Resolve customer requests via all communication channels, including phone, email, mail, and/or social media
• Create a sales order in ERP systems
• Generate return authorizations (RA) for service or warranties in ERP systems
• Create returned merchandise 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 the goal of passing all product tests
• Provide feedback to Service Supervisor and or Manager as needed
• Work 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
• Understand the liabilities and Customer Ride experiences that accompany performing services on a very technical product

• 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 operate within specific programs

High school diploma or equivalent

2+ years of experience working as a technician in a bicycle shop or similar environment where basic suspension maintenance or service on a technical product is performed.

Service/repair center workshop
Lift up to 50 lbs. frequently
Requires walking, standing, bending and lifting for long periods of time
Vision abilities required to validate and enter data on computer

This list does not represent all physical demands. Descriptions are representative of those that must be met by employees to successfully perform the essential functions of the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the job’s essential functions.

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.

Medical, Dental, Vision, Health Spending and Dependent Care Savings Accounts, Disability and Life Insurance benefit programs are available, as is a 401(k) plan with employer matching. Eligibility for all benefit programs is defined by the applicable plan document or employee handbook.