Technical Customer Service Representative 1

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.

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