Technical Customer Service Representative 1

2 Months ago • All levels • Customer Service

Job Summary

Job Description

The Technical Customer Service Representative/Bicycle Service Writer will interact with customers via digital and phone channels. Key responsibilities include creating a user-friendly interface, ensuring timely communication, increasing profitability through streamlining procedures, and integrating data collection processes. The role involves providing technical and warranty support, evaluating products, offering estimates, and managing on-hold products. The representative will collaborate with technicians and managers to meet customer expectations, cross-train for other service center demands, and maintain a safe work environment. This position requires technical knowledge of bicycle suspension and components and strong communication skills.
Must have:
  • Technical knowledge of bicycle suspension and components
  • Mechanical aptitude
  • Ability to work in a team atmosphere
  • Ability to multitask and work under pressure
  • Ability to read technical drawings
  • Advanced computer skills
  • Good written and oral communication skills
  • Professional customer service skills
Good to have:
  • Customer Service/Call Center experience a plus
  • General knowledge of the bicycle industry
Perks:
  • Access to great benefits
  • Employee discounts

Job Details

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:

The Technical Customer Service Representative/Bicycle Service Writer is responsible for the daily interactions with SSG Bicycle customers seeking technical, warranty, and factory service support.

Key Objectives:

  • Create a user-friendly interface between the Service Center and customers through digital and phone communications

  • Increase operation efficiency of the service process

  • Ensure timely communication, within 24 hours of receipt

  • Increase profitability with an emphasis on streamlining service procedures, selling product upgrades, and quick customer payment

  • Integrate data collection processes and automation within the department

Job Responsibilities (including, but not limited to the following):

  • Communications with customers concerning creation of RA #’s, follow up on service(s), and technical support for all Fox and RFE products.

  • Evaluate products that have been sent in for warranty/service to confirm the action that the technicians will provide for that product

  • Provide accurate estimates and alternate options to customers for the servicing and support of products

  • Administration of “On-hold” products to ensure they are resolved in a timely manner

  • Work closely with technicians and manager to ensure turnaround times match customer expectations

  • Become cross-trained to support other service center demands, when needed

  • Maintain a safe work environment by adhering to all safety regulations

  • Take pride in your work

  • Have fun and enjoy your job! A good attitude is contagious.


 

Specific Knowledge, Skills, Abilities Required:

  • Technical knowledge of bicycle suspension and components

  • Mechanical aptitude

  • Ability to positively contribute in a team atmosphere

  • Ability to multitask and work under daily pressure

  • Able to understand and execute detailed instructions

  • Ability to read technical drawings/engineering documents and communicate findings to customers, when necessary

  • Advanced computer skills. Able to work in Excel spreadsheets and use company databases and applications for part searches, etc.

  • Highest levels of integrity, honesty and work ethic

  • Good written and oral communication skills for customer satisfaction

  • Professional customer service and phone skills

  • Willingness to positively embrace change

  • Proficient with Microsoft Office Suite

  • General knowledge of computers

  • Work well with others on a daily basis

  • Willing to take on any task that is requested by the Service or General manager

Position Qualifications:

Education:

Completion of Year 12 or equivalent

Experience:

Bike shop or equivalent job experience

Customer Service/Call Center experience a plus

General knowledge of the bicycle industry

Work Environment and Physical Requirements:

May lift up to 50 lbs. 

Requires walking, standing, bending, and lifting for long periods of time

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.

Similar Jobs

NCR Voyix - Field Service Technician

NCR Voyix

Singapore (On-Site)
3 Weeks ago
Beenox  - IT Intern

Beenox

Montreal, Quebec, Canada (On-Site)
2 Months ago
Shipt - Senior Manager Finance, Capabilities

Shipt

Minneapolis, Minnesota, United States (Hybrid)
3 Weeks ago
Yahoo - Senior Network Quality Coordinator

Yahoo

India (Hybrid)
3 Weeks ago
Tesla - IT Asset Management Administrator

Tesla

Brandenburg, Germany (On-Site)
6 Months ago
WebFX - Customer Support Specialist (SaaS Experience)

WebFX

(Remote)
5 Months ago
playrix  - Customer Support Representative (German and Russian)

playrix

Ireland (Remote)
9 Months ago
Xplor Technologies - Customer Success Manager (Maternity Leave 12-Month Contract)

Xplor Technologies

Melbourne, Victoria, Australia (Hybrid)
3 Weeks ago
nubank - Fraud Support Specialist

nubank

Bogotá, Bogota, Colombia (On-Site)
2 Months ago
Keywords Studios - Player Support Agent - German/English

Keywords Studios

Silesian Voivodeship, Poland (Hybrid)
4 Months ago

Get notifed when new similar jobs are uploaded

Similar Skill Jobs

ISG - IT Procurement Analyst

ISG

Bengaluru, Karnataka, India (On-Site)
1 Month ago
Sega (UK) - QA Associate Functionality Tester

Sega (UK)

Bulgaria (Hybrid)
3 Months ago
Fox Factory - Customer Service Representative

Fox Factory

Burnaby, British Columbia, Canada (On-Site)
3 Weeks ago
Go Fund Me - Senior Operations Project Manager

Go Fund Me

Chicago, Illinois, United States (On-Site)
1 Month ago
Ion - IT Internal Auditor, Italy

Ion

Italy (Hybrid)
10 Months ago
Pattern - SEO Graduate Assistant

Pattern

Melbourne, Victoria, Australia (Hybrid)
1 Month ago
NinjaVan - Intern, Finance

NinjaVan

Subang Jaya, Selangor, Malaysia (Hybrid)
10 Months ago
Hasbro - Director Tax

Hasbro

Pawtucket, Rhode Island, United States (Hybrid)
2 Months ago
GHX - Technical Account Manager

GHX

United States (On-Site)
1 Month ago
NinjaVan - Executive, Retail (Business Development)

NinjaVan

Kedah, Malaysia (On-Site)
3 Months ago

Get notifed when new similar jobs are uploaded

Jobs in New South Wales, Australia

Marsh McLennan - Technical Specialist – Claims & Administration

Marsh McLennan

Adelaide, South Australia, Australia (Hybrid)
3 Months ago
Flying Bark - 3D Modelling Lead

Flying Bark

Sydney, New South Wales, Australia (Hybrid)
10 Months ago
Nine - P&C Analyst - 6-month contract - Immediate Start

Nine

North Sydney, New South Wales, Australia (On-Site)
3 Weeks ago
Playstation - Technical Lead

Playstation

Brisbane, Queensland, Australia (Remote)
3 Weeks ago
Telastra - Telstra Retail: Customer Service & Sales Consultant

Telastra

Esperance, Western Australia, Australia (On-Site)
2 Months ago
Canva - Senior Backend Engineer - Support Enablement

Canva

Melbourne, Victoria, Australia (Remote)
4 Months ago
Salesforce - Account Executive - Nonprofit

Salesforce

Sydney, New South Wales, Australia (On-Site)
1 Year ago
Thousand Eyes - Scale Customer Success Manager

Thousand Eyes

Sydney, New South Wales, Australia (On-Site)
1 Month ago
Canva - Engineering Manager (Backend) Ecosystem - Integration Platform and Products

Canva

Brisbane, Queensland, Australia (Remote)
3 Weeks ago
Nine - People Analytics, Insights & Reporting Lead

Nine

North Sydney, New South Wales, Australia (On-Site)
1 Month ago

Get notifed when new similar jobs are uploaded

Customer Service Jobs

Postman - Technical Scale Customer Success Manager

Postman

San Francisco, California, United States (Hybrid)
1 Month ago
OKX - Specialist, Customer Due Diligence Operations (KYB)

OKX

Kuala Lumpur, Federal Territory Of Kuala Lumpur, Malaysia (On-Site)
10 Months ago
Ion - Senior Technical Support Analyst, Jersey City - 7537

Ion

Jersey City, New Jersey, United States (On-Site)
10 Months ago
Saviynt - Identity Security - Practice Manager - Customer Experience

Saviynt

Poland (On-Site)
5 Months ago
Square - Customer Service Representative

Square

Laurens, South Carolina, United States (On-Site)
3 Weeks ago
TVH - Technical Support Specialist

TVH

Waregem, Flanders, Belgium (Hybrid)
1 Year ago
Aisera - Enterprise Customer Success Manager

Aisera

Palo Alto, California, United States (Hybrid)
1 Year ago
Autodesk - Senior Customer Success Manager

Autodesk

Tokyo, Japan (On-Site)
2 Weeks ago
USE Insider - Customer Success Operations Specialist

USE Insider

Istanbul, İstanbul, Türkiye (On-Site)
9 Months ago
Granicus - Customer Success Consultant - Strategic Accounts

Granicus

Costa Rica (Remote)
2 Months ago

Get notifed when new similar jobs are uploaded

About The Company

Baton Rouge, Louisiana, United States (On-Site)

Texas, United States (Remote)

Phoenix, Arizona, United States (On-Site)

Gainesville, Georgia, United States (On-Site)

Woking, England, United Kingdom (On-Site)

Coldwater, Michigan, United States (On-Site)

El Cajon, California, United States (On-Site)

Gainesville, Georgia, United States (On-Site)

Trussville, Alabama, United States (On-Site)

Gainesville, Georgia, United States (On-Site)

View All Jobs

Get notified when new jobs are added by Fox Factory

Level Up Your Career in Game Development!

Transform Your Passion into Profession with Our Comprehensive Courses for Aspiring Game Developers.

Job Common Plug