Title: Warranty & Technical Specialist
Department: Northern 45 Customer Service
Reports To: Northern 45 Brand Manager
Hours Required: Full-time, Non-Exempt
Schedule: Weekends May be Required
Location: Onsite | Riverside, CA .
Compensation: $21 - $22 per hour
The Job
Northern 45 is the U.S. sales and distribution partner for performance cycling brands that want a real presence in the American market. Based in Riverside, we handle the full commercial operation for the brands we represent: logistics, merchandising, marketing, and rider support, so they can focus on building great bikes. We're a small, focused team based in Riverside, CA and we're building something worth being part of. If you're a rider, you'll fit right in. If you're not, don't be surprised if that changes.
We offer a flexible, welcoming environment where people genuinely care about what they do and about the riders they serve.
We are looking for a Warranty and Technical Specialist to serve as the expert responsible for managing warranty claims and technical inquires across all brands represented by Northern 45. This role is responsible for evaluating warranty requests, determining claim eligibility, coordinating with manufacturers, and ensuring every warranty case is handled fairly, efficiently within brand policies. This role is for someone who knows mountain bikes inside and out, is highly organized, and enjoys solving technical problems to keep riders rolling.
As a key player of Northern 45's warranty/technical department, you will manage warranty claims from initial evaluation through final resolution with the support of our Brand Manager, warehouse operations, technical service teams, and third-party manufacturers. This role requires sound technical judgment, a strong knowledge of bikes and components, and the ability to distinguish between normal product wear and warranty eligible issues while delivering a professional, rider-focused experience throughout the warranty process.
The Benefits
We offer a variety of benefits and perks for full-time employees, including:
- Medical Insurance: 100% paid employee only HMO coverage, no cost to you. If you have other qualifying coverage, you may receive a $150 monthly stipend. If you are out of network, additional costs may apply.
- Time Off: 15 days (3 weeks) of Paid Time Off, 7 Paid Holidays and an extra day off to ride (Bike Day) awarded each year on your work anniversary.
- Employee Purchase Program: Access to purchase our full inventory at cost + 3.5%.
- Retirement Plan: 401(k) Plan with 4% matching.
- Additional Insurance: Dental, vision, and supplemental insurance options
- Flexible Spending Accounts
- Professional Growth & Development Opportunities
Essential Duties and Responsibilities
Warranty
- Conduct warranty intake, evaluation, and resolution processes for the brands we support
- Act as the primary liaison between internal teams, dealers, and third-party manufacturers to facilitate efficient claim resolution
- Coordinate with shared mechanic and technical teams for diagnosis, repair, and replacement decisions
- Track and document warranty cases from submission through resolution
- Create, process, and manage warranty replacement orders using software platforms such as SAP, Microsoft Dynamics 365, and Jira
- Communicate clearly with customers regarding timelines, outcomes, and next steps
- Ensure warranty decisions align with company policy, product standards, and rider fairness
- Identify recurring warranty trends and surface insights to the Brand Manager and leadership
- Perform physical inspections and functional testing of returned products and components to determine warranty eligibility and identify root causes of failure.
- Coordinate with warehouse and operations teams to ensure smooth workflow for replacement parts and fulfillment
Technical Support
- Educate customers on product features, maintenance, and troubleshooting to help resolve technical inquiries and promote proper bike care
- Diagnose and resolve technical issues by reviewing customer descriptions, photos, videos, and diagnostic data
- Collaborate with product teams to investigate technical concerns and support root cause analysis
- Partner with marketing and the web team to develop and maintain self-help resources, FAQs, and technical articles
- Stay current on emerging bike technologies, industry trends, and new product releases to provide accurate technical support and recommendations
Preferred Qualifications
Education & Experience
- High school diploma or GED required; some college or relevant coursework a plus
- Any customer service, support, or retail experience is a plus — what matters more is attitude and a willingness to learn
- Prior experience in cycling, outdoor, or action sports is preferred but not required — genuine passion for bikes goes a long way
Skills
- Strong written and verbal communication skills — clear, friendly, and professional
- Tech-savvy and comfortable learning new software; experience with Microsoft Office, CRM/ERP tools, or order management systems is a plus
- Highly organized with the ability to manage multiple tasks and priorities simultaneously
- Able to translate information clearly and simply, whether explaining a product or walking a customer through a warranty process
- Sound judgment and the ability to work independently; knows when to ask for help and when to act
- Collaborative team player who works well across departments
Personal Attributes
- Genuinely passionate about mountain biking and connected to rider culture — this matters
- Rider-first mindset: committed to delivering an exceptional experience in every interaction
- Calm under pressure, empathetic when it counts, and solutions-focused when things get complicated
- Self-directed and dependable — comfortable working remotely with accountability and ownership
- High integrity, low ego
Schedule Flexibility
- Northern 45’s customer service operations run 7 days a week; this role may be asked to support weekend coverage on a rotating basis
- Willingness to work a flexible schedule, including occasional weekends, is required
NORTHERN 45 is proud to operate as a drug-free workplace. All new hires must complete a pre-employment drug screen and background check.
NORTHERN 45 is committed to Equal Employment Opportunity regardless of race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other basis covered by appropriate law. All employment is decided on the basis of qualifications, merit, and business need.
Pay: $21.00 - $22.00 per hour
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Employee assistance program
- Employee discount
- Flexible schedule
- Flexible spending account
- Health insurance
- Health savings account
- Life insurance
- Paid time off
- Professional development assistance
- Referral program
- Vision insurance
Work Location: In person