Technical Customer Service Representative

TECHNICAL CUSTOMER SERVICE REPRESENTATIVE 

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: 

• Understand customer needs and requirements; provide solutions for product, process or service • 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 
• Communicate with customers regarding product repairs, follow up on in-house repairs and  provide technical support on products 
• Work closely with Technicians, and other departments to ensure that products being serviced  do not meet with delays 
• Follow established processes; recommend improvements to manager and participate in efforts  to continuously help improve operation efficiency 
• Manage products on hold and ensuring timely resolutions 
• Work closely with technicians and other departments to reduce turnaround times • Maintain a safe work environment by adhering to all safety regulations within the department 

Specific Knowledge, Skills or Abilities Required: 

• Technical knowledge of suspension 
• Mechanical aptitude 
• Positive contribution to team atmosphere 
• Ability to multitask and work under time pressure 
• Ability to understand technical drawings and technical documents 
• Advanced computer skills, working on Excel spreadsheets and databases 
• Honesty, sincerity and strong work ethic 
• Good written and verbal communication skills to explain mechanical products • Customer service orientation and ability to give professional advice via mail and phone 

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: no specific apprenticeship needed. 

Experience: Experience in a related field is necessary. 

Work Environment and Physical Requirements: 

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.