What are the responsibilities and job description for the Technical Support Representative – Bike Components position at Mountain Racing Products?
MRP designs, tests, and builds high-performance mountain bike, gravel, and e-MTB components right here in Colorado — forks, shocks, chainguides, suspension upgrades, and more.
We're looking for a Technical Support Representative to be the go-to resource for riders, bike shops, and distributors. You'll help customers choose the right products for their bike and riding style, answer questions about setup and compatibility, process orders, and support our warranty and service programs, as well as creating and updating product manuals and technical resources. If you know your way around a mountain bike and enjoy helping people find the right gear, we'd love to hear from you.
What You'll Do
- Help riders and shop mechanics choose the right forks, shocks, chainguides, and components for their bike, riding style, and goals.
- Answer questions about product compatibility, setup, tuning, and installation across our full product line.
- Respond to inquiries by phone, email, and chat; enter orders and support dealer/distributor account needs.
- Evaluate and process warranty and service claims, coordinating repairs and replacements with our service team.
- Work with engineering and marketing to build and update product manuals, guides, service videos, and technical resources.
- Track warranty and service trends and share feedback with engineering and quality teams.
- Represent MRP at select industry events (2–3 per year).
What We're Looking For
- Bike Knowledge: Solid understanding of modern mountain bike and gravel components, with hands-on shop experience (mechanic, service writer, or tech support) a big plus.
- Communication Skills: Ability to explain technical details clearly to anyone—from first-time riders to seasoned shop mechanics—over the phone and in writing.
- Ownership: A self-starter who can take a project from start to finish.
- Positive, Customer-First Attitude: Calm under pressure, empathetic with customer issues, and proactive in finding solutions.
- Detail-Oriented & Organized: Comfortable entering data accurately in ERP/CRM systems and tracking records. Experience with Microsoft products a plus.
- Team Player: Ready to be the connective tissue between riders, sales, marketing, engineering, and manufacturing.
Benefits
- Competitive insurance benefits
- Simple IRA with company match
- PTO and holiday pay
- Employee discounts
- Casual, team-oriented work environment
To apply: Submit your resume with a short note about your background with bikes, components, or technical support to hr@mrpbike.com. Applications are accepted on an ongoing basis.
MRP is an equal opportunity employer. We welcome applicants of all backgrounds and do not discriminate on the basis of race, color, religion, sex, national origin, age, disability, or any other protected status.