Technical Customer Service Representative

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! Position Summary: Technical focus on customer service to help resolve requests for FOX customers with service and warranty work. 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: Education: High school diploma or equivalent 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 validate and enter data on computer Disclaimer : This list does not represent all physical demands. Descriptions are representative of those that must be met by employee to successfully perform the essential functions of the job. Reasonable accommodation may be provided to enable individuals with disabilities to perform the jobs’ essential functions. Note: 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. Fox offers an excellent compensation package and wide-ranging opportunities for professional development. Medical, Dental, Vision, Health Spending and Dependent Care Savings Accounts, Disability and Life Insurance benefit programs are available, as is a 401k plan with employer matching. Eligibility for all benefit programs is defined by the applicable plan document or employee handbook.