FOX Job - 43910874 | CareerArc
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Company: FOX
Location: Burnaby, BC, Canada
Career Level: Associate
Industries: Automotive, Motor Vehicle, Dealers


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. 

Why you should join us

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:

The Technical Customer Service Representative 1 is responsible for the daily interactions with Fox, Raceface, Easton & Marzocchi bicycle suspension customers seeking technical, warranty, and factory service support. Key objectives include:

  • Increase efficiency in the operation of service processes for the department
  • Ensure timely repair, preferably within 24-48 hours of receipt
  • Integrate data collection processes and automation within the department
  • Create a user friendly interface between the Bicycle Service Dept. and Raceface, Easton & FOX customers
  • Implement Crash Replacement Program that is driven by Bicycle Service Department
  • Increase profitability of department with an emphasis on streamlining repair procedures

Position Responsibilities:

  • Communications with Raceface, Easton & FOX customers concerning creation of RA #'s, follow up on repairs that are in house, and technical support for all Raceface, Easton & FOX Bicycle suspension 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 products on “Hold” to ensure that they are resolved in a timely manner
  • Work closely with Technicians, CSR's, and other departments to ensure that products being serviced do not meet with delays
  • Become cross trained to support any position within the department when needed
  • Maintain a safe work environment by adhering to all safety regulations within department
  • Take pride in your work
  • Have fun and enjoy your job! A good attitude is contagious.

Specific Knowledge, Skills or Abilities Required:

  • Mechanical aptitude
  • Rides Fox, Raceface, Easton & Marzocchi, bicycle enthusiast
  • Ability to contribute in a team atmosphere
  • Ability to multitask and work under pressure
  • Able to understand and execute detailed instructions
  • Ability to read technical drawings/engineering documents
  • Advanced computer skills. Able to work in Excel spreadsheets and use data bases for part searches, etc.
  • Highest levels of integrity, honesty and work ethic
  • Good written and oral communication skills necessary to explain detailed mechanical issues
  • Customer service skills and professional phone skills
  • Willingness to positively embrace change

Position Qualifications:



  • Technical knowledge of bicycle suspension


  • 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.

Work Environment and Physical Requirements:

  • Office environment

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.

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