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…