Warranty/Technical Service Representative

**Warranty/Technical Service Representative**

at Cycling Sports Group Wilton, Connecticut, United States ****

**Join Our Team**

**Big companies dont make great bikes. Great people do.**

We help people make the most of their bike ride by creating some of the most original, easy to enjoy, and best performing bicycle products.

We make bikes for everybody as cycling develops and grows worldwide, were looking for more great people to join us. If youre looking to enjoy working in a culture of innovation with a team of like-minded people, then we may have something for you here.

If you love riding bikes as much as we do, then were already on the same page. Lets see what we can create together.

**Position Summary:**

Directly answer dealer warranty calls. Make warranty determinations and adjudications. Enter data into Quality Management System. Provide internal feedback to CSG regarding warranty issues. Ability to provide professional level builds on all styles of bicycle.

**Responsibilities:**

* Answer inbound phone calls and e-mails received on dealer bicycle warranty and technical questions.

* Work as part of the CSG Warranty Service Department by communicating all technical information to all relevant departments (Engineering, Quality, Finance, etc.)

* Adjudicate warranty issues or elevates these issues to the appropriate technical authority to achieve resolution.

* Enter data into computer-based Quality Management System (QMS) and periodically analyze and report warranty data.

* Maintain up-to-date technical knowledge of bicycle and bicycle components and systems.

* Significant technical knowledge and mechanical ability to work on all levels of standard bicycle mechanical systems (brakes, drivetrain, suspension, small parts etc.)

* Provide internal feedback to selected CSG departments regarding warranty and technical issues reported and recorded from the field.

* Provide input into the performance of product launched segmenting data into SKU, and supplier relevant buckets.

* May travel one to two times a year.

* Follow internal controls and company policies as set by company and job function.

* Contribute to the success of company by leading or assisting with other projects and tasks as assigned.

**Key Competencies:**

**COMMUNICATIONS Facilitating Information Exchange:**

* Active Listening: Effective performers offer their full attention when others speak. They listen actively, giving verbal and nonverbal cues of their interest. When the speaker has finished, they paraphrase what was said to ensure understanding.

* Communicativeness: Effective performers recognize the essential value of continuous information exchange and the competitive advantage it brings. They actively seek information from a variety of sources and disseminate it in a variety of ways. They use modern technologies to access and circulate information, even across great distances. They take responsibility for ensuring that their people have the current and accurate information needed for success.

* Written Communication: Effective performers write clearly and concisely, composing informative and convincing memos, e-mails, letters, reports, and other documents. Regardless of the format, they are able to use the written language to convey both substance and intent with accuracy.

**CONCEPTUAL** **Thinking, Analyzing, Using Intuition**

* Problem Solving & Decision Making: Effective performers are able to identify problems, solve them, act decisively, and show good judgement. They isolate causes from symptoms, and compile information and alternatives to illuminate problems or issues. They involve others as appropriate and gather information from a variety of sources. They find a balance between studying the problem and solving it. They readily commit to action and make decisions that reflect sound judgement.

**CONTEXTUAL Knowing the Operation Environment**

* Customer Orientation: Effective performers stay close to customers and consumers. They view the organization through the eyes of the customer and go out of their way to anticipate and meet customer needs. They continually seek information and understanding regarding market trends.

* Functional / Technical Expertise: Effective performers are knowledgeable and skilled in a functional specialty (e.g. finance, marketing, operations, informational technologies, human resources, etc.). They add organizational value through unique expertise in a functional specialty area. They remain current in their area of expertise and serve as a resource in that area for the organization.

* Organizational Knowledge: Effective performers understand the workings of the organization. Specifically, they understand the formal and informal policies and structures that govern operations and know the essential technologies at the heart of the business. They know how the place works.

**INTERPERSONAL Working Well with Others**

* Conflict Management: Effective performers recognize that conflict can be a valuable part of the decision-making process. They are comfortable with heavy conflict, and support and manage differences of opinion. They thwart destructive competition or friction and use consensus and collaboration to debate and resolve issues.

* Diplomacy: Effective performers work well within the organization's power network. They are perceptive to social cues in the environment. They recognize personal agendas. They are skills at handling situations without arousing hostility and are able to navigate the political waters of the organization. They forge coalitions and know how to stay viable within the system.

* Relationship Building: Effective performers understand that a primary factor in success is establishing and maintaining productive relationships. They like interacting with people and are good at it. They devote appropriate time and energy to establishing and maintaining networks. They initiate contacts readily and maintain them over time. They are able to utilize relationships to facilitate business transactions.

**Essential Qualifications:**

* High School diploma or equivalent with 1-2 years experience in a customer service environment.

* Must have excellent verbal and written communication skills.

* Must be computer proficient in Microsoft Word, Excel and Outlook and the ability to learn other software applications.

* Excellent technical understanding of bicycle systems.

* Demonstrated problem solving skills and decision-making skills.

* Excellent writing, speaking, computer, and interpersonal skills.

* Good record keeping skills and attention to detail.

* Passion and enthusiasm for bicycles and cycling.

* Ability to adapt to changes and evolving scenarios.

* Maintain professional composure when dealing with external customers.

**Physical Demands:**

* Must be able to sit and stand for extended periods of time.

* Must be able to use a computer keyboard and view a monitor for extended periods of time.

* Periodically work in a shop environment receiving and analyzing returned product from the field.

* Must be able to lift up to 20 lbs. on a consistent basis.

* Must be able to climb stairs while carrying a bike on a consistent basis. Occasional lifting up to 50 lbs.

* Must be able to travel, as required.

**What we offer:**

* Comprehensive Medical/Dental/Vision plans

* Generous Paid Time Off Programs

* Paid Parental Leave

* Life & Disability Insurance

* FSA/HSA/Dependent Care FSA

* 401k and company match

* Commuter Incentive Program

* Great discounts on company products

* Employee Wellness Program

* A mix of casual yet professional culture

I certify that answers given herein are true and complete to the best of my knowledge.

I authorize verification of all statements contained in this application for employment as may be necessary in arriving at an employment decision. I understand that this application is not intended to be a contract of employment.

I understand that if offered a position, I may be re