Technical Customer Service Representative 2

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. Performs services requiring more in-depth product knowledge of a greater number of products.

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 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 technical customer service representative or other experiences in the bicycle industry, or possible other applicable mechanical industries that make for a well-rounded technician

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.

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.

Compensation Range

$41,981.16 - $57,724.10 CAD

The compensation range for this position is specific to the locations listed above and is the range Fox reasonably and in good faith expects to pay for the position taking into account the wide variety of factors that are considered in making compensation decisions, including job-related knowledge; skillset; experience, education and training; certifications; and other relevant business and organizational factors.