Customer Care, Technical Guide

1 month ago

Waterloo, United States Trek Bicycle Full time
A bit about us

Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you're on our team, you're taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we'll give it right back. Sound pretty sweet? Then come join us

Job Description

At Trek, we know that our customers rely on us to keep their bikes running smoothly and safely. That's why we're seeking a Technical and Warranty Support Guide to join our team and help us provide the best possible service. As a member of our Customer Care department, you'll be the go-to expert for technical information and warranty solutions, communicating clearly and efficiently with our retailers and customers. Your troubleshooting skills will come in handy as you diagnose problems and initiate repair processes, all while keeping a positive attitude in our fast-paced environment. And with our state-of-the-art computerized systems and tools, you'll have the resources you need to get the job done right.

But at Trek, it's not just about fixing bikes. We're a values-driven organization that believes in making a positive impact on the world through sustainable practices and getting more people on bikes. And as part of our team, you'll be joining a group of dedicated individuals who share that passion for excellence and have fun doing it.

In this role, you'll:
  • Provide friendly and knowledgeable assistance to customers related to the use, maintenance, or repair of technical products.
  • Troubleshoot errors, diagnose problems and explain and initiate the repair process.
  • Assist with basic fixes, but don't worry, you'll have the support of our team of engineers and specialists for more complex problems.
  • Suggest changes to products based on customer feedback to ensure we're always improving.
  • Utilize your working knowledge of computerized systems including JDE, Enovia, B2B site, and SharePoint to troubleshoot problems, assess parts or spare inventory, document resolutions, or determine warranty eligibility.
  • Issue and track loaners or replacement items to keep our customers moving.
  • Schedule on-site services for larger or installed products or components to provide the best possible service.
  • Evaluate claims, determine warranty status, and arrange resolution in accordance with Trek warranty policies.
  • Identify and report trends, continuous improvements, quality concerns, and suggest product changes or revisions meant to reduce future claims.
  • Maintain accurate records of claims and outcomes.
  • Arrange for defective parts to be returned to the factory or original manufacturer, if applicable
  • Take advantage of available training resources, like Trek University, to continually improve your knowledge and skills.
  • Thrive in fast-paced settings: The ideal candidate is ready to tackle demanding workloads while skillfully navigating challenges, showcasing resilience and adaptability as a new-hire.
Experience and Education:
  • 1-3 years of experience in a customer service or technical support role, with demonstrated problem-solving skills.
  • Working knowledge of computerized systems, including JDE, Enovia, B2B site, and SharePoint


At Trek, we're committed to making the world a better place through cycling. As a Technical and Warranty Support Guide, you'll play an important role in ensuring our customers have the best experience possible. Are you ready to join the Trek team? Apply today

Trek Benefits:

•Flexible and fun company culture
•Competitive health care
•PPO & HDHP medical plan options, Dental insurance, Vision insurance
•Flexible Spending Accounts (FSA)
•Free life insurance & optional term life insurance
•Competitive vacation package
•401(k) with match and Employee Stock Ownership Plans (ESOP)
•12 weeks of maternity leave with 100% pay
•Flexible holiday schedule - 10 company holidays
•Tuition Reimbursement up to $15,000 (Undergraduate & Masters programs)
•Employee discounts on all product
•Deep partner retail discounts

We are an Equal Employment Opportunity ("EEO") Employer. Trek strictly prohibits discrimination on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, sexual orientation, age, national origin, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state and/or local laws. This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.

We are an E-Verify employer.

For more information, please click on the following links:
E-Verify Participation Poster: English / Spanish
E-Verify Right to Work Poster: English | Spanish

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