Customer Care, Team Leader

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

The Tech and Warranty Support Team Lead builds and maintains relationships with Trek’s bicycle retailers and customers to provide technical and warranty solutions. They add value to our Customer Care department by clearly communicating technical information on behalf of Trek in a fast-paced customer service environment. Team Leads provide and coordinate support for Trek’s Technical and Warranty Support team, has experience and knowledge to assist in data-based projects, create administer warranty programs, and process warranty claims.  A Lead is determined to improve the overall customer experience by imbedding themselves into all areas of Trek’s customer care technical and warranty business. Using analytics to manage a team of direct reports, set a daily schedule for the team, promote accountability, and accuracy to hit our daily goals.

Job Duties:

• Helps customers related to the use, maintenance, or repair of technical products.

• Troubleshoots errors, diagnoses problems, and explains and initiates repairs process.

• Assists with basic fixes but refers more complex problems to engineers or other functional specialists. Arranges for malfunctioning or defective items to be returned for repair or replacement.

• Suggests changes to products based on customer feedback.

• Uses computerized system for tracking requests, troubleshooting problems, assessing parts or spares inventory, documenting resolutions, or determining warranty eligibility.

• Issues and track loaner or replacement items.

• Schedule on-site services for large or installed products or components.

• Receives requests for replacement, repair, or refund from purchasers of organizational equipment, products, or components.

• Evaluates claims, determines warranty status, and arranges for resolution.

• Manages, identifies, and solves BSINS (Best Service is No Service), continuous improvements, quality concerns, trends, and suggests product changes or revisions meant to reduce future claims.

• Maintains records of claims and outcomes.

• Arranges for defective parts to be returned to the factory or original manufacturer, if applicable.

• Engages the entire team in promoting growth and displays interest in advancing the team by always seeing something “bigger than the barn”

• Manages daily metrics, goals, reporting, can see and predict trends within the technical and warranty support team

• Sets measurable standards and holds team accountable to hit those standards.

• Handles complex issues, problems, and refers more complex issues to higher-level staff.

• Performs work without supervision.

• Provides leadership, coaching, training, and/or mentoring to a subordinate group.

• Schedules monthly one on one performance reviews with subordinate group.

• Play a significant role in the hiring process for the technical and warranty support team.

Experience and Education: Performs work under direct supervision. Handles basic issues, problems, and refers more complex issues to higher-level staff. Competencies: Ability to work as part of a team. Oral and written communication skills. Customer/client orientation. Problem-solving skills. Detail oriented.

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,