Warranty and Technical Support Associate

2 weeks ago

Wilton, Connecticut, United States Dorel Sports Full time

Technical Warranty Specialist

at Dorel Sports

Join Our Team

Great companies are built by great individuals.

At Dorel Sports, we are dedicated to enhancing the cycling experience by designing innovative, user-friendly, and high-performance bicycle products.

As cycling continues to expand globally, we are eager to welcome more talented individuals to our team. If you thrive in a culture of creativity and collaboration, we might have the perfect opportunity for you.

If you share our passion for cycling, we are already aligned. Let’s explore what we can achieve together.

Position Overview:

Respond to dealer warranty inquiries. Make warranty assessments and decisions. Input data into the Quality Management System. Provide internal insights to Dorel Sports regarding warranty concerns. Capable of delivering professional-level assembly on various bicycle types.

Key Responsibilities:

  1. Handle incoming calls and emails related to dealer bicycle warranty and technical inquiries.
  2. Collaborate within the Dorel Sports Warranty Service Department by sharing all relevant technical information with necessary departments (Engineering, Quality, Finance, etc.).
  3. Resolve warranty issues or escalate them to the appropriate technical authority for resolution.
  4. Input data into the computer-based Quality Management System (QMS) and periodically review and report warranty statistics.
  5. Maintain current technical knowledge of bicycles and their components and systems.
  6. Possess significant technical expertise and mechanical skills to work on all standard bicycle mechanical systems (brakes, drivetrain, suspension, small parts, etc.).
  7. Provide internal feedback to relevant Dorel Sports departments regarding warranty and technical issues reported from the field.
  8. Contribute to product performance evaluations by segmenting data into SKU and supplier categories.
  9. May require occasional travel.
  10. Adhere to internal controls and company policies as established by the organization and job function.
  11. Support the company's success by leading or assisting with additional projects and tasks as assigned.

Essential Competencies:

Effective Communication:

  • Active Listening: Engage fully when others speak, providing verbal and nonverbal cues of interest.
  • Communicativeness: Recognize the importance of continuous information exchange and actively seek and share information.
  • Written Communication: Write clearly and concisely, producing informative and persuasive documents.

Analytical Thinking:

  • Problem Solving: Identify and resolve issues effectively, making informed decisions.

Customer Focus:

  • Stay attuned to customer needs and market trends.

Interpersonal Skills:

  • Conflict Management: Navigate conflicts constructively and facilitate collaboration.
  • Relationship Building: Establish and maintain productive relationships.

Qualifications:

  • High School diploma or equivalent with 1-2 years of experience in a customer service role.
  • Excellent verbal and written communication skills.
  • Proficient in Microsoft Word, Excel, and Outlook, with the ability to learn new software.
  • Strong technical understanding of bicycle systems.
  • Demonstrated problem-solving and decision-making abilities.
  • Detail-oriented with good record-keeping skills.
  • Passionate about bicycles and cycling.
  • Adaptable to changing situations.
  • Maintain professionalism when interacting with external customers.

Physical Requirements:

  • Ability to sit and stand for extended periods.
  • Proficient in using a computer keyboard and viewing a monitor for long durations.
  • Occasional work in a shop environment analyzing returned products.
  • Ability to lift up to 20 lbs consistently and up to 50 lbs occasionally.
  • Capability to climb stairs while carrying a bicycle.
  • Willingness to travel as needed.

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 with company match
  • Commuter Incentive Program
  • Discounts on company products
  • Employee Wellness Program
  • A blend of casual yet professional culture

We look forward to your application and the possibility of you joining our team

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