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.
