Customer Service Technician Job Listing at Fox Factory in Coldwater, MI (Job ID JR107959)

Description

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. 

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 skill 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 customer service and sales team 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

Position Qualifications:

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 and detailed schematics
• 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.
• Intermediate to advanced applications software expertise (Excel, Outlook, Adobe).

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.

Education:

• High School Diploma or GED preferred

Experience:

• Technical background in vehicle mechanics and function

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.