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:

Analyze, troubleshoot, and resolve technical-related issues for installation, warranty, product fit, and other customer issues.

Position Responsibilities:

Work in a fast-paced environment, taking incoming technical service calls from customers.

Listen, then analyze to resolve technical issues or questions

Communicate with customers in a professional and respectful manner

Provide solid problem-solving skills with proficient attention to detail

Provide outstanding customer service

Efficient in returning all calls, emails, or any other form of follow-up needed to the customer

Work as a team with the customer service and sales teams to ensure customer needs are met.

Monitor forums for technical-related topics

Collaborate with R&D on engineering and common customer service issues

Comply with all local, state, and federal laws and compliance

Specific Knowledge, Skills, and Abilities:

Strong organizational and time management skills.

Strong technical understanding of products and vehicles

Must be able to work well under pressure.

Ability to read product prints

Effective and professional written and verbal communication skills

Meticulous attention to detail and accuracy.

Ability to establish and meet deadlines.

Flexibility and the ability to thrive in a fast-paced environment.

Education:

High School Diploma or GED required

Experience:

Technical background in vehicle mechanics and function

Understanding of suspension is a plus

Work Environment and Physical Requirements:

Cubicle setting

Sitting for long periods of time

Long periods of computer usage

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.

Note:

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.