Technical Customer Service Representative

## Technical Customer Service Representative Apply locations:
US NV, Spanish Springs time type:
Full time posted on:
Posted Todayjob requisition :
JR112750#
** 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.
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* Position 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.
** Specific Knowledge, Skills or Abilities

Required:

*** 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
** Position

Qualifications:

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* Education:

** High school diploma or equivalent
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* Experience:

** 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
** Work Environment and

Physical Requirements:

** 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…