Technical Customer Service Representative

2 weeks ago

Woking, United Kingdom FOX Factory GmbH Full time

**Our Company**:
For over four decades, FOX has been an industry leader in the design and development of high-performance suspension products for motorcycles, mountain bikes, off-road cars and trucks, ATVs, UTVs and snowmobiles. FOX equipped vehicles and racers have stood atop podiums in every sport in which we’ve competed — from the sands of Baja to the dunes of Dakar.
As part of our globalization efforts, we are expanding our operations in the UK to better support our dealers, distributors and community of riders. Based out of our new facilities in London, we are searching for an experienced
**Technical Customer Service Representative (M/F/d)** to handle service inquiries and evaluating warranty claims.

**Your mission**:

- Increase efficiency of service processes throughout the service operation.
- Timely posting and assessment of products sent in.
- Implement the service upgrade program, which is managed by the Bicycle Service Department.
- Streamlining repairs to increase customer satisfaction and reduce turnaround time
- Communicate with customers regarding product repairs, follow up on in house repairs and provide technical support on our products
- Evaluate products sent in for service and initiate action on product repair or product maintenance
- Preparation of cost estimates for product repair, preparation of alternative quotations
- Managing products on hold and ensuring timely resolutions
- Work closely with technicians and other departments to reduce turnaround times
- Continuous training and flexibility to support other departments as well
- Implement and comply with safety regulations to ensure a safe work environment

**Your profile**:

- Technical knowledge of bicycle suspension and bicycle components
- Craftsmanship and technical understanding
- Positive contribution to team atmosphere
- Ability to multitask and work under time pressure
- Understanding and implementation of detailed instructions
- 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 over the phone
- Positive approach to change

**Education**:no specific apprenticeship needed.

**Experience**:Experience in a related field is necessary.

**Why us?**:
**What we offer you**:

- Being part of an international team
- The opportunity to accompany the growth of the site
- A diverse benefit catalogue (Dental, Health,, Pension)
- Diverse working days
- The opportunity to contribute ideas and improvements to improve us on all levels

**Have we sparked your interest?**

**About us**:
**REDEFINING RIDE DYNAMICS**

FOX gives you the confidence to push your limits no matter what your experience level. For over three decades, our team of enthusiasts and professional athletes have been uniquely committed to redefining ride dynamics that improve your performance.

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