Warranty and After Sales Support
Posted by Pivot Cycles on 08/15/2019
Job Basics
Industry Sector: Bike, Outdoor
Job Categories: Customer Service, Tech Rep
Company Type: HardGoods/Equipment
State: AZ
City: Tempe
Country: United States
Required Experience: 5 - 7 years
Job Type: Full Time
Salary:
Required to Relocate: Yes
Required to Travel: No
Employee May Telecommute: No
Job Seeker Must Live Within:
Job Description & Requirements
The Warranty and After Sales Support position is responsible for assisting Pivot dealers and distributors, as well as end consumers, with warranty claims and technical issues while providing world class customer service. The position will work closely with Sales and Customer Service departments.
Responsibilities
- Evaluate warranty and crash replacement claims by assisting dealers, distributors and end consumers with the entire process to include: issuing return authorizations (RA), product evaluation, replacement and follow up
- Prioritize warranty inquiries and submissions daily, to ensure a turnaround of 48 hours or less
- Accurately receive, inspect and analyze warranty and non-warranty product returns
- Prepare monthly warranty reports and present them to necessary departments
- Respond on the same day to customer, dealer and distributor calls and emails
- Learn and operate within the Pivot ERP system to create return authorizations, process warranties and maintain warranty stock
- Answer technical questions for end consumers and shops as necessary
- Support the Pivot Stuttgart office with warranty claims
- Work with the Product Development team to improve product and improve production
Requirements
- 5 years of bicycle industry experience in sales or technical support
- Previous experience as a bicycle mechanic specializing in high-end mountain bikes
- Excellent verbal and written communication skills
- Excellent time management and organizational skills
- Proficiency in Microsoft office: Excel, Word, Outlook
- Ability to learn and operate the Pivot ERP system
- Experience with Microsoft Dynamics Great Plains is a plus
Please send resume and cover letter to jobs@pivotcycles.com
About Pivot Cycles
Our headquarters are based in the beautiful desert city of Tempe, AZ, and centrally located in the Phoenix metro area. In addition to year-round riding, Phoenix boasts hundreds of miles of legendary mountain bike trails and interconnected canal paths for commuting. Showers and bike storage are available at the office, so nothing stands between you and your morning commute besides the snooze button on your alarm.
Pivot Cycles offers benefits to full-time employees, including a top-notch health care package, a company-matched 401k, paid time off, paid sick leave and killer employee purchase program. Our employees are a fun, close-knit group that loves group rides and spending time out on the trails!
