Warranty Guide

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

As a Trek Warranty Guide, you will play a crucial role in building and maintaining relationships with Trek’s bicycle dealer customers. You will add value to our Customer Service department by demonstrating strong communication skills, excellent follow-through, and a focus on hospitality. You will partner with Inside Sales and Territory Managers to ensure top-level customer service to dealers. A successful Warranty Guide will manage warranty claims, technical inquiries, and customer service opportunities in a team environment.

Position Responsibilities:

· Process warranty claims from beginning to resolution, seeking solutions that are mutually beneficial to Trek and the dealer.

· Seize opportunities to help stores provide top-level customer service to consumers.

· Receive phone and email contacts, ensuring a welcoming and supportive interaction.

· Collaborate with Inside Sales Representatives and Territory Managers to ensure cohesive customer service.

· Engage in continuous improvement and seek to add value to Trek, its dealer network, and end users.

· Act as a resource for both end users and bicycle retailers regarding product and technical questions.

· Communicate with Product Managers to understand new and changing products.

· Utilize databases and online chat resources to research and resolve consumer inquiries.

Position Requirements:

· Fulltime position with Hourly pay

· 40-hour, 5-day workweek that includes either a Saturday or Sunday

· Work onsite at Trek Bicycle Headquarters in Waterloo, WI

· Strong desire to be a contributing member of the best customer care team in the bicycle industry.

· Bicycle retail shop experience.

· Sense of urgency.

· Good bicycle mechanic skills.

· Excellent verbal and written communication skills.

· Exceptional customer service skills with a focus on hospitality.

· Ability to build and maintain relationships in a relationship-based customer service environment.

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 (