Job description

Position: After Sales Technical Representative

Reports To: E-Bike & Service Manager

Job Summary:

The After Sales Tech Rep is responsible for working with Giant Retailers, the Giant Sales Team, and consumers in order to answer technical questions related to Giant Branded Products. This position is also responsible for processing warranty claims and after sales service related orders.

Job Responsibilities:

• Handles all phone calls from retailers, consumers, and Account Executives for warranty and technical issues in a timely fashion
• Uses available inventory to resolve warranty and after sales service issues
• Assists with operation of Giant Service Center
• Returns all e-mail and voicemails in timely fashion
• Reports quality issues to factory via the Quality Improvement Request process – follows up with factories/manager as needed
• Assists with processing warranties submitted through the G-Store online warranty module
• Submits and approves credits as needed
• Packs and ships warranty and service related items as needed
• Assists with parts ordering and item receiving/put-away
• Is trained on and able to handle all questions regarding technical information for all

Giant, Liv, and Momentum branded bikes produced within the past 4 years

• Handles warranty returns – inspection and response
• Assists with reworks and recalls as needed
• Follow all S.O.P.’s for the department
• Abide by all company policies and values including coaching employees on how to use these in daily operations

Job Qualifications

• High technical knowledge of bicycles
• Strong customer service and administrative skills are essential
• High level computer skills and familiarity with popular application software
• High level of organizational skills, attention to detail, and a strong work ethic
• Calm demeanor and positive attitude in the face of challenging situations and conversations
• Good oral and written communication skills
• Ability to problem solve and work independently
• 3 + years bicycle industry experience preferred
• Outdoor lifestyle interests preferred
• Full time, non-exempt position

This position is based out of our corporate office in Newbury Park, CA. No remote opportunity.

Job Type: Full-time

Pay: From $21.00 per hour

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee discount
• Health insurance
• Life insurance
• Paid time off
• Vision insurance

Schedule:

• 8 hour shift
• Monday to Friday
• Overtime

COVID-19 considerations:
All employees are required to wear a mask, stay 6 feet apart, wash hands and use hand sanitizer. We follow CDC guidelines. Must provide a vaccine card.

Work Location: In person

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