Warranty/Technical Service Representative

Multiple Locations
Required Experience: 0 year(s)
Employment Type: Full-Time
Salary Range: Not available
Posted 21 hours ago
Job Description
Position Summary: Directly answer dealer warranty calls. Make warranty determinations and adjudications. Enter data into Quality Management System. Provide internal feedback to CSG regarding warranty issues.
Responsibilities
Directly answers dealer bicycle warranty and technical questions from phone calls and e-mails received.
Works as part of the CSG Warranty Service Department by communicating all technical information to all relevant departments (Engineering, Quality, Finance, etc.)
Adjudicates warranty issues or elevates these issues to the appropriate technical authority to achieve resolution.
Enters data into computer based Quality Management System (QMS) and periodically analyzes and reports warranty data.
Maintains up-to-date technical knowledge of bicycle and bicycle components and systems.
Provides internal feedback to selected CSG departments regarding warranty and technical issues reported and recorded from the field.
Provides input into the performance of product launched segmenting data into SKU, and supplier relevant buckets.
Essential Qualifications
High School diploma or equivalent with 1-2 years experience in a customer service environment.
Must have excellent verbal and written communication skills.
Must be computer proficient in Microsoft Word, Excel and Outlook and have the ability to learn other software applications.
Must be flexible to work a varied full time schedule during the hours of 8:30am to 7:00pm ET-Monday-Friday and a four hour shift once a month on Saturday.
Excellent technical understanding of bicycle systems.
Demonstrated problem solving skills.
Excellent writing, speaking, computer, and interpersonal skills.
Excellent judgment and decision making skills.
Good record keeping skills and attention to details.
Computer skills working with a Microsoft based applications.
Passion and enthusiasm for bicycles and cycling.
Ability to adapt to changes and evolving scenarios.
Patience while dealing with external customers.
Ability to professionally represent CSG to valued customers.
Beneficial Qualifications/Physical Qualifications
Experience in a bicycle shop is a significant plus.
Experience in successfully dealing with the public is desirable.
Answer telephones and e-mails in an office environment. Periodically work in a shop environment receiving and analyzing returned product from the field.