Technical Customer Service Representative I Job Listing at Fox Factory in Scottsdale, AZ (Job ID JR108566)

Description

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. 

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!

Bicycle Service, Technical Customer Service Rep/Service Writer

Location: Scottsdale, AZ

Job Summary: The Bicycle Service, Service Writer is responsible for the daily interactions with SSG Bicycle customers seeking technical, warranty, and factory service support.

Key Objectives:

• Increase efficiency in the operation of service processes for the department
• Ensure timely repair, preferably within 24-48 hours of receipt
• Integrate data collection processes and automation within the department
• Create a user-friendly interface between the Bicycle Service Dept. and SSG customers through digital and phone communications.
• Implement Service Upgrade Program that is driven by Bicycle Service Department
• Increase profitability of department with an emphasis on streamlining repair procedures, recommending product upgrades, and implementation of the FOX Factory Tuning (FFT) program.

Job Responsibilities (including but not limited to the following)

• Communications with SSG customers concerning creation of RA #'s, follow up on repairs that are in house, and technical support for all SSG Bicycle Suspension 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 products on “Hold” to ensure that they are resolved in a timely manner
• Work closely with Technicians, CSR's, and other departments to ensure that products being serviced do not meet with delays
• Become cross trained to support any position within the department when needed
• Maintain a safe work environment by adhering to all safety regulations within the department
• Take pride in your work

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

Job Qualifications

• Technical knowledge of Bicycle Suspension and Bicycle Components
• Mechanical aptitude
• Ability to contribute in a Team atmosphere
• Ability to Multitask and work under pressure
• Able to understand and execute detailed instructions
• Ability to read technical drawings/engineering documents
• Advanced computer skills. Able to work in Excel spreadsheets and use data bases for part searches, etc.

• Highest levels of integrity, honesty and work ethic
• Good written and oral communication skills necessary to explain detailed mechanical

       concepts

• Customer Service and Professional Phone Skills
• Willingness to positively embrace change

Position Education, Qualifications, and Experience needed

• High School Diploma
• 2 years minimum Bike shop experience or equivalent job experience
• Call Center experience a plus
• General knowledge of the Bicycle Industry
• Proficient with Micro Soft Office Suite
• General knowledge of Computers
• Able to lift 30lbs.
• Work well with others

Work Environment and Physical Requirements:

May lift up to 50 lbs. 

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

Proficient with Microsoft Office Suite

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.

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.