{"id":1453209,"url":"https://alion.io/job/fox-technical-customer-service-representative-2","title":"Technical Customer Service Representative 2","company":{"id":1883544,"name":"FOX Factory","domain":"ridefox.com","url":"https://alion.io/company/ridefox","size_band":"501-1000","is_staffing_agency":false,"employer_type":"direct","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"B","score":79,"open_postings":13,"ghost_share":0,"stale_share":0.846,"repost_share":0,"time_to_fill_p50_days":24,"computed_at":"2026-10-17T05:46:00Z"}},"role":"Customer Success","role_family":"Customer Success","seniority":"junior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Burnaby, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":{"min_usd":28000,"max_usd":48000,"period":"year","method":"role_seniority_country_remote_cell","sample_n":69},"experience_years_min":2,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[],"status":"live","first_seen_at":"2026-07-13T00:00:00Z","employer_posted_date":"2026-07-13","last_verified_at":"2026-10-17T05:23:47Z","board_verified":true,"closed_at":null,"days_open":97,"trust":{"level":"stale","repost_count":0,"flags":["stale"],"days_open":96},"description":"What We Do\nFOX 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.\nWhy you should join us\nNot 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!\nIf 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!\nPosition Summary:\nTechnical focus on customer service to help resolve requests for FOX customers with service and warranty work. Performs services requiring more in-depth product knowledge of a greater number of products.\nPosition Responsibilities:\nResolve customer requests via all communication channels, including phone, email, mail, and/or social media\nHandle service interactions to maintain customer loyalty and grow customer base\nCommunicate tuning requirements with customers to derive optimum riding experience\nRecommend potential product replacement or services by collecting customer information and analyzing customer needs\nProvide Service Estimates and Service Upgrade opportunities before service work is started\nResolve customer issues by using the FOX “Fair Plus” approach\nCreate sales orders, return authorizations (RA) for service or warranties, and returned merchandize authorizations (RMA) in ERP systems while overseeing expected RMA outcomes\nProvide detailed information to Service Technicians with an estimate for the Paid/Warranty repair work needed for any product sent in after a complete evaluation of the product\nWork with Engineering and other groups to influence product development and customer satisfaction\nParticipate in all departmental training sessions with an end goal of passing all product tests\nProvide feedback to Service Supervisor and or Manager as needed\nWorking within the Service team to learn the proper way to service products and follow the policies, procedures, and protocols of the department and the company.\nUnderstanding the liabilities and Customer Ride experiences that go along with performing services on a very technical product.\nMentor and influence new employees to establish good work habits and provide a strong work ethic\nSpecific Knowledge, Skills or Abilities Required:\nProficient with computer applications and all technical equipment used in the Service Center\nAble to work in the field to support outdoor events\nAbility to determine whether a component is covered under Warranty\nProblem solver\nAbility to become skilled using specialty tools properly\nAbility to explain mechanical issues in detail\nAbility to access engineering documentation and review technical drawings/tips needed to perform more complex product services\nUnderstand and execute detailed instructions\nAbility to work in a fast-paced environment, meet productivity goals and have fun with a very dynamic and diverse team.\nProven excellence in customer service\nAbility to develop, maintain and nurture client relationships\nStrong technical knowledge of mountain bike suspension and components\nModerate computer skills - able to create spreadsheets with formulas, navigate databases looking for technical information and working within specific programs\nPosition Qualifications:\nEducation:\nHigh school diploma or equivalent\nExperience:\n2+ years of experience working as a technical customer service representative or other experiences in the bicycle industry, or possible other applicable mechanical industries that make for a well-rounded technician\nWork Environment and Physical Requirements:\nService/repair center workshop\nLift up to 50 lbs. frequently\nRequires walking, standing, bending and lifting for long periods of time\nVision abilities required to validate and enter data on computer\nDisclaimer: 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.\nFOX 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.\nCompensation Range\n$41,981.16 - $57,724.10 CADThe compensation range for this position is specific to the locations listed above and is the range Fox reasonably and in good faith expects to pay for the position taking into account the wide variety of factors that are considered in making compensation decisions, including job-related knowledge; skillset; experience, education and training; certifications; and other relevant business and organizational factors.","description_format":"text","description_chars":6066,"description_truncated":false,"requirements":{"experience_years_min":2,"management_years_min":null,"team_size_min":null,"manages_managers":false,"education":{"level":"high_school","optional":false},"security_clearance":false,"languages":[]},"benefits":[],"hiring_locations":[],"hiring_excludes":[],"relocation_offered":false,"industries":["Sports","Outdoor Sports","Motorsports"],"lifecycle":[{"event":"open","at":"2026-09-29T08:29:00Z"}],"visa":[],"liveness":{"score":5,"band":"cold","label":"Long shot","p_open":1,"p_active":0.184,"p_room":0.28,"age_days":96,"expected_fill_days":24,"reasons":["conf:0","stale_co","win:tail","crowd:junior"],"computed_at":"2026-10-17T05:46:00Z"},"pay":null,"html_url":"https://alion.io/job/fox-technical-customer-service-representative-2","json_url":"https://alion.io/job/fox-technical-customer-service-representative-2.json","meta":{"generated_at":"2026-10-18T00:13:25Z","cache_seconds":300,"methodology":"https://alion.io/methodology","terms":"https://alion.io/terms","contact":"https://alion.io/contact","api":"https://alion.io/developers","about":"Alion is a live layer of people, companies and AI agents: who they are, whether they are real and active right now, what they do and how to work with them, readable by people and by agents and paid per call.","catalog":"https://alion.io/catalog.json","usage":{"tier":"crawler_verified","counted_by":"address","units_charged":1,"used_today":377,"day_limit":null,"remaining_today":null,"minute_limit":300,"resets_at":"2026-10-19T00:00:00Z"}},"offers":[{"id":"company.slices","title":"One company in depth, by slice","status":"live","price":{"credits":0.02,"usd":0.002,"plus_per_slice":{"credits":0.05,"usd":0.005}},"unit":"per company, plus each slice with data","note":"the employer in depth","call":{"mcp_tool":"get_company","arguments":{"id":1883544},"rest":"https://alion.io/mcp/rest/get_company?id=1883544"},"human":"https://alion.io/catalog?offer=company.slices&for=job%2Ffox-technical-customer-service-representative-2"},{"id":"market.stats","title":"A market slice: pay, demand and time to fill","status":"live","price":{"credits":1,"usd":0.1},"unit":"per slice","note":"pay, demand and time to fill for this role and place","call":{"mcp_tool":"market_stats"},"human":"https://alion.io/catalog?offer=market.stats&for=job%2Ffox-technical-customer-service-representative-2"},{"id":"job.search","title":"Open jobs by role, technology, place, pay and visa","status":"live","price":{"credits":0.02,"usd":0.002},"unit":"per posting in a list","note":"similar open postings","call":{"mcp_tool":"search_jobs"},"human":"https://alion.io/catalog?offer=job.search&for=job%2Ffox-technical-customer-service-representative-2"},{"id":"company.verify","title":"Is this company real and active right now","status":"pilot","price":null,"unit":"per company","request":{"url":"https://alion.io/catalog/request","method":"POST","body":"{\"offer\": \"company.verify\", \"for\": \"job/fox-technical-customer-service-representative-2\", \"note\": \"what you need it for\"}"},"human":"https://alion.io/catalog?offer=company.verify&for=job%2Ffox-technical-customer-service-representative-2"}]}