Technical Customer Service Representative 2

Location: Burnaby, British Columbia, Canada; service/repair center workshop

Salary: $41,981.16–$57,724.10 CAD annually

Company

hirify.global designs, engineers, manufactures, and markets performance products and systems for bicycles, powered vehicles, motorcycles, trucks, and other specialty applications.

What you will do

• Resolve customer requests through phone, email, mail, and social media while maintaining customer loyalty.
• Communicate tuning requirements and recommend product replacements or services based on customer needs.
• Prepare service estimates, warranty and paid-repair recommendations, and service upgrade opportunities.
• Create sales orders, return authorizations, and returned merchandise authorizations in ERP systems.
• Provide service technicians with detailed repair information after evaluating products.
• Collaborate with Engineering and other departments, support training, and mentor new employees.

Requirements

• High school diploma or equivalent.
• 2+ years of technical customer service experience, bicycle-industry experience, or applicable mechanical-industry experience.
• Strong technical knowledge of mountain bike suspension and components.
• Proven customer service, problem-solving, client relationship, and mechanical issue explanation skills.
• Ability to use service-center equipment, specialty tools, databases, spreadsheets with formulas, engineering documentation, and technical drawings.
• Ability to support outdoor events, follow detailed procedures, work in a fast-paced environment, and lift up to 50 pounds frequently.

Culture & Benefits

• Full-time position in a service and repair center workshop.
• Competitive wages, employee benefits, and employee discounts.
• Team-oriented, dynamic, and diverse work environment.
• Work involves extended periods of walking, standing, bending, and lifting.