The Outdoor Industry Jobs Marketplace

Warranty and After Sales Specialist


Posted by Pivot Cycles on 01/11/2023

Job Basics

Industry Sector: Bike, Outdoor

Job Categories: Customer Service, Tech Rep

Company Type: HardGoods/Equipment

State: AZ

City: Tempe

Country: United States

Required Experience: 1 - 3 years

Job Type: Full Time


Required to Relocate: Yes

Required to Travel: No

Employee May Telecommute: No

Job Seeker Must Live Within:

Job Description & Requirements

The Warranty and After Sales Specialist is responsible for supporting our domestic and international Warranty and After Sales Support team in their mission to assist Pivot dealers and distributors, as well as end consumers, with warranty claims and technical issues while providing world class customer service.  The position will work closely with Sales and Customer Service departments.


·        Support the Warranty and After Sales Support team in evaluating warranty and crash replacement claims by assisting dealers, distributors and end consumers with the entire process to include issuing return authorizations (RA), product evaluation, replacement, and follow up

·        Prioritize warranty inquiries and submissions daily, to ensure a turnaround of 48 hours or less

·        Accurately receive, inspect and analyze warranty and non-warranty product returns

·        Ensure that the team responds on the same day to customer, dealer and distributor calls and emails

·        Learn and operate within the Pivot ERP system to create return authorizations, process warranties, and maintain warranty stock

·        Answer technical questions for end consumers, distributors, and dealers as necessary

·        Work with the Product Development team to improve product and improve production


·        2 years of bicycle industry experience in sales, service, or technical support

·        Previous experience as a bicycle mechanic specializing in high-end mountain bikes

·        Excellent verbal and written communication skills

·        Excellent time management and organizational skills

·        Proficiency in Microsoft office: Excel, Word, Outlook

·        Ability to learn and operate the Pivot ERP system

·        Experience with Microsoft Dynamics Great Plains and Hubspot are desired

Driven by our core value of “Welcoming,” Pivot Cycles strives to build a workplace that is inclusive, respectful, and free from unlawful discrimination, whether based on race, color, creed, age, religion, gender, gender identity, gender expression, sexual orientation or any other legally protected characteristics. We recognize that we grow and succeed as a company by embracing and celebrating diverse voices.

About Pivot Cycles

Pivot was founded with a relentlessly simple mission; to build better bikes. We accomplish this mission by hiring the most passionate people and cultivating a work environment where initiative is rewarded and creativity thrives.

Our headquarters are based in the beautiful desert city of Tempe, AZ, and centrally located in the Phoenix metro area. In addition to year-round riding, Phoenix boasts hundreds of miles of legendary mountain bike trails and interconnected canal paths for commuting. Showers and bike storage are available at the office, so nothing stands between you and your morning commute besides the snooze button on your alarm.

Pivot Cycles offers benefits to full-time employees, including a top-notch health care package, a company-matched 401k, paid time off, paid sick leave and killer employee purchase program. Our employees are a fun, close-knit group that loves group rides and spending time out on the trails!