Customer service - Sydney

FOX Factory

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. 

Position Summary:

The Bicycle Service Writer/Technical Customer Service Representative 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.