After Sales Technical Representative

Position:            After Sales Technical Representative                      

Reports To:       After Sales Manager

Job Summary:   The After Sales Tech Rep is responsible for working with Giant Retailers, the Giant Sales Team, and consumers in order to answer technical questions related to Giant Branded Products. This position is also responsible for processing warranty claims and after sales service related orders.

Job Responsibilities:

• Handles all phone calls from retailers, consumers, and Account Executives for warranty and technical issues in a timely fashion
• Uses available inventory to resolve warranty and after sales service issues
• Assists with operation of Giant Service Center
• Returns all e-mail and voicemails in timely fashion
• Reports quality issues to factory via the Quality Improvement Request process – follows up with factories/manager as needed
• Assists with processing warranties submitted through the G-Store online warranty module
• Submits and approves credits as needed
• Packs and ships warranty and service related items as needed
• Assists with parts ordering and item receiving/put-away
• Is trained on and able to handle all questions regarding technical information for all Giant, Liv, and Momentum branded bikes produced within the past 4 years
• Handles warranty returns – inspection and response
• Assists with reworks and recalls as needed
• Follow all S.O.P.’s for the department
• Abide by all company policies and values including coaching employees on how to use these in daily operations

Job Qualifications:

High technical knowledge of bicycles

Strong customer service and administrative skills are essential

High level computer skills and familiarity with popular application software

High level of organizational skills, attention to detail, and a strong work ethic

Calm demeanor and positive attitude in the face of challenging situations and conversations

Good oral and written communication skills

Ability to problem solve and work independently

3 + years bicycle industry experience preferred

Outdoor lifestyle interests preferred

Full time, non-exempt position

Must have own vehicle and valid driver’s license

Must be willing to be subject to a thorough background check

Must be vaccinated and provide vaccine card

Giant Bicycle, Inc. follows Federal, State, and local guidelines to provide a safe and healthy work environment—including safety protocols to fight the COVID-19 pandemic. All employees at Giant are required to provide proof of COVID-19 vaccination. Requests for exceptions to Giant’s vaccination policy are reviewed for sincerely held religious beliefs or medical/disability reasons.

Qualified candidates, please send your cover letter with a resume to hr@giantbicycle.com