Responsible for answering phone calls and emails pertaining to service center operation and product tech support. Also inspects, diagnosis and repairs all suspension products sent in for repair to the Factory Tech Room (FTR) from our dealer base.
Is first point of contact for suspension related inquiries from dealer via phone or email. Communicates directly with dealers in order to provide technical support, troubleshooting and cost estimates. Troubleshoots issues and arranges for return of product for service.
Receives Headshok/Lefty forks from dealers and sales representatives and then enters details into SAP system to record service data on repairs that are performed.
Performs an evaluation to diagnose fork issue(s) and corrects them if the product can be repaired or suggests a replacement if applicable through the CSG fork replacement program.
Makes all necessary repairs, including but not limited to: telescope/bearing replacement, cartridge rebuild/upgrade, custom tuning, oil replacement, seal replacement and/or any other component(s) damaged, based on inspection findings.
Manages service parts inventory in the service center.
Knowledge of past Headshok/Lefty technologies is necessary for the identification of potential upgrades, updates and revisions to determine the best course of action for corrective repair or replacement.
Correcting issues quickly and accurately is essential to timely turn-around and quality of service for dealers/consumers/sales representatives.
Responsible for product tracking, inventory look-up, and ordering supplies utilizing SAP and Excel. Prior experience beneficial.
Responsible for reporting failure trends to the Headshok Product Quality Coordinator, Headshok Product Engineering and the Headshok Product Manager.
Follows internal controls and company policies as set by company and job function.
Contributes to the success of company by leading or assisting with other projects and tasks as assigned.
High School Diploma or Equivalent; 2 3 years experience in a bicycle shop and/or assembly environment or an equivalent combination of education and experience.
Solid communication skills to interact with customer service, sales reps & shop personnel.
Good oral and written communication skills, computer skills, and good time management.
Use of hand tools and computer systems.
PPE includes safety glasses.
Rubber gloves when working in oils and/or greases.