Position: Service Center Specialist I

FLSA status: Non-exempt

Location: Grand Junction, CO; DT Swiss, Inc. office based

Visa Sponsorship: This position is not eligible for visa sponsorship. 

Compensation: $17.48 - $23.15 per hour

Department: Warranty and Customer Support

Application opening date: 3.6.2025

Application closing date: 3.19.2025, 5:00 pm MDT

How to apply: Submit application, cover letter, and resume via email to Misha Jurkovic in Human Resources at mjurkovic@dtswiss.com. *Click here to access the application. 

Employment rate: 100% = full-time (40 hours per week)

Manager: Warranty and Service Manager

Professional instruction from: Warranty and Service Manager

Professional instruction to: N/A

Subordinate employees: N/A

Regular meetings: All Warranty/Service meetings as needed (to be determined by the Warranty and Service Manager).

Interfaces internally: Other Service Center Specialists, Warranty Administrators, Warranty and Service Manager, Sales Americas, and Marketing & Events.

Interfaces externally: Customers

Objective and Responsibility

 Objective of the Position

The primary objective for this role includes the handling of inbound calls, emails, and communication through other channels (such as social media), assessing warranty claims, and documenting market feedback. 

 Responsibility

The Service Center Specialist is responsible for repair work on DT product and customer service with our direct customers and the general cycling market on behalf of DT Swiss by taking personal and complete responsibility for each customer contact through various channel

Tasks

 General Tasks 

·   Perform customer product repairs work.

·   Handle first-line phone & email traffic. Must always display a professional and highly supportive attitude towards the caller, regardless of their question or personality. Manage concerns immediately and facilitate a resolution.

·   Develop a strong technical understanding and knowledge base around DT products.

·   In between customer inquiries, keep up on industry buzz (industry news outlets, forums, etc.). 

·   Develop strong knowledge of the capabilities of the DT Swiss Distributors and bicycle brands (OEM) so that proper referrals can be made depending upon the situation at hand.

·   Work as a team with cohorts by managing the knowledge gleaned from the inbound traffic regarding types of calls, typical issues, frequency of issues, and develop methods as a team to improve such things.

·   Communicate with various levels of management.

·   Outbound work to enhance DT Swiss’ position with bicycle IBD’s, and distribution sales reps - as directed by managers.

·   Occasional DT Swiss event support as needed, requiring <5% travel.

·   As requested by the Warranty and Service Manager, perform CS/MAP duties.

Irregular Tasks 

·   As instructed by the responsible supervisor, it is possible to be assigned additional individual tasks, which are of operational relevance or related to the employee’s job.

·   The employee must complete the tasks as instructed by their supervisor.

Requirements 

Professional Skills 

·   Education: High school diploma or equivalent required; bachelor’s degree preferred.

·   Previous work experience may substitute for the education preference.

·   Bicycle usage and mechanic experience required.

·   Experience using email (such as Outlook, Gmail, etc.) required.

·   Proficiency with Microsoft 365, including Word, Excel, and PowerPoint required.

·   SAP software experience is a plus.

·   Proficiency with bicycle repair, wheels, and understanding of how components of bicycles work together.

·   Basic understanding of how suspension works.

·   Possess a high level of knowledge about the cycling industry.

·   Fluency in Spanish and/or Portuguese is a plus.  

Personality Skills

·   Cooperative

·   Flexible

·   Reliable

·   Honest

·   Ethical

Social Skills 

·   Excellent verbal and written communication skills.

·   Written communication skills include the ability to express ideas through writing with appropriate tone, grammar, and spelling.

·   Ability to provide excellent customer service by assessing each customer’s specific needs and providing a customized solution.

·   Ability to express empathy to each and every customer regarding their concern.   

·   Ability to work positively and successfully in a team environment or alone.

·   Ability to effectively manage stress and maintain a calm composure, especially in stressful situations that may arise. 

Method Skills 

·   Perform all tasks with a high degree of accuracy.

·   Detail-orientation.

·   Ability to manage multiple competing tasks while still meeting important deadlines. 

Leaderships Skills 

·   Ability to build and maintain relationships.

·   Conflict resolution – seek constructive approaches to resolving workplace issues.

·   Ability to utilize critical and strategic thinking to aid in decision-making and exercising sound judgment.

·   Ability to use negotiation skills when necessary.

·   Possess a desire to take on new challenges and continuous development of professional skillset. 

Special Requirements 

·   Ability to sit or stand for 8 hours per day.

·   Ability to lift 25 pounds or more.

·   With certain repairs, must be able to grasp and turn. 

Benefits

·   Competitive compensation

·   Comprehensive health insurance options, including medical, dental, vision, and accident insurance coverage.

·   Short and long-term disability coverage

·   Life insurance

·   401k retirement plan with up to a 9% match by DT Swiss.

·   3 weeks (15 days) of annual vacation time accrual for new employees.

·   6 days of annual paid sick time.

·   7 annual paid holidays.

·   1 annual paid day off for employee’s birthday.

·   Additional annual vacation time can be earned through our optional bike-to-work program.

·   Flexible scheduling options: All employees – flexible work schedule OR eligible employees – hybrid work schedule. *See Human Resources for more information.

·   Breakfast provided by DT Swiss on paydays.

·   A great place to work in the outdoor sports industry.