Technical Customer Service Representative (m/f/d)

Our Company

At Fox Factory, we push the boundaries of innovation in high-performance suspension systems for bicycles, off-road vehicles, trucks, and more. Our mission is to inspire adventure enthusiasts worldwide by delivering exceptional products and customer experiences.

Your Mission

As a Technical Service Representative on our Fox Factory UK Service Team, you will manage daily interactions with Fox Factory customers, providing technical assistance, warranty support, and factory service solutions. Your role will be key to enhancing the efficiency and profitability of the department's service processes.

• Passionate about mountain biking and outdoor activities.
• Focused on delivering outstanding customer service.
• Highly organized, detail-oriented, and adept at time management.

Your Responsibilities

Customer Support and Technical Assistance:

• Provide expert technical support for Fox Factory suspension and components, including troubleshooting, installation, maintenance, and repair inquiries.
• Diagnose and resolve customer issues via phone, email, or chat, delivering accurate and timely resolutions.
• Manage and oversee the service department’s workflow and schedule.
• Monitor repair orders, keeping customers and technicians informed about updates, approvals, and delays.
• Communicate service details and costs clearly and process payments efficiently.
• Maintain a deep understanding of Fox Factory products, technologies, and features that enhance mountain biking performance.
• Educate customers on product features, specifications, and care instructions.

Your Profile

Skills and Knowledge

• Strong technical understanding of mountain bike suspension and components.
• 2+ years of experience with maintenance/technical issues preferably within the bicycle industry.
• Proficient in MS Office Suite, including Teams, Excel, and Oracle ERP.
• Time management, problem-solving, critical thinking, communication across cultures, curiosity, and willingness to learn.
• Professional and effective communication skills, both verbal and written.
• Ability to thrive independently and collaboratively in a fast-paced, customer-focused environment.

Education and Experience

• 1-3 years of technical support, customer service, or a related field, ideally within the cycling industry.

• Office-based role with occasional hands-on tasks involving suspension components.
• Full-time role, with occasional overtime.
• Participation in 4-6 customer-focused weekend events.

Why Us?

• Competitive salary with performance-based incentives.
• Comprehensive health, dental, and vision insurance.
• Employee discounts on Fox Factory products.
• A supportive, passionate workplace culture that celebrates teamwork and innovation.