Position Summary

Responsible for the daily interactions with FOX customers seeking technical, warranty, and factory service support Increases efficiency and profitability in the operations of service processes for the department.

Position Responsibilities :

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

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.

Specific Knowledge, Skills, Abilities Required :

Knowledge of vehicle suspension

Mechanical aptitude

General computer skills (Email, Excel)

Competencies :

Customer Mindset : Exceptional customer experience is primary focus while performing job duties. Quality is a top priority.

Adaptability & Innovation : Proactively and willingly adapts to changing business needs and conditions and presents creative and fresh ideas on how to solve problems, gain efficiencies and improve quality.

Relationship Building : Builds constructive working relationships characterized by a high level of inclusion, cooperation and mutual respect.

Accountability : Takes personal responsibility for the quality and timeliness of work and strives to exceed requirements.

Decision Making and Judgment : Makes timely, informed decisions that take into account the facts, goals, constraints and risks.

Talent Development (Self and Others) : Displays an ongoing commitment to learning and self-improvement; making an effort to acquire new knowledge or skills associated with job responsibilities.

Willingness to work with others and coach / teach in effort to develop and support other employees’ development.

Position Qualifications :

Education :

High school diploma or equivalent

Associates or technical degree preferred

Experience :

2 years minimum Bike shop experience or equivalent job experience

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

Proficient with Microsoft Office Suite

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.

Last updated : 2024-02-24