The Bicycle Industry Jobs Marketplace

Warranty Services Representative


Posted by Mountain Hardwear on 05/11/2022

Job Basics

Industry Sector: Fitness, Lifestyle, Outdoor, Snow

Job Categories: Admin/Clerical, Customer Service, Tech Rep

Company Type: Apparel/SoftGoods

State: CA

City: Richmond

Country: United States

Required Experience: 1 - 3 years

Job Type: Full Time

Salary: $23

Required to Relocate:

Required to Travel:

Employee May Telecommute: No

Job Seeker Must Live Within: 25 miles

Job Description & Requirements


When our founders established the Bay as our base back in 1993, Mountain Hardwear was destined for a life of play. They wanted to make equipment and apparel that climbers and mountaineers could depend on—but they wanted to have fun doing it, too.

We bring the same stoke we have in the mountains to the drawing board. We express our brand through climbing, but more importantly, through the culture that we as climbers, riders, artists, innovators, movers, shakers (insert your thing here) create.


The Warranty Service Representative will work under general supervision to contribute to the smooth and efficient flow of products sent in for repair. They will have exposure to our US Dealers and Consumers and will maintain a high level of customer service by responding to requests and inquires with accurate information in a courteous, efficient, and timely manner.


  • Receive, evaluate, and submit damaged or defective items for repair, replacement, or credit.

  • Manage the receipt and processing of all items returned for warranty related issues.

  • Moderate data entry of return authorizations and product returns into the computer system.

  • Daily packing and shipping of repaired goods back to dealers/consumers.

  • Tent pole repairs.

  • Organize and update repair materials stock.

  • Act as an advocate for External and Internal consumers within the MHW Warranty department and strive to fulfill the needs of the consumer while maintaining the integrity of company policy.

  • Act as a member of the Warranty Service team by maintaining a high professional standard in individual behavior for the demonstration of respect, courtesy, and professionalism to others.

  • Perform other related duties as assigned.


  • Team oriented with strong communication skills.

  • Able to learn different processes in order to handle multiple situations that may arise with the assistance of the team lead.

  • Positive and maintain open lines of communication with all management, staff, and other departments in order to contribute to the smooth flow of information and efficient operation of the organization.


  • Good communication skills; daily usage of phones is required to communicate with consumers about questions, warranty request, and phone sales of replacement parts.

  • Ability to work well with individuals of different countries and cultures.

  • Experience in the apparel industry, specifically outdoor trail running is preferred.

Work is performed at company HQ and not remote.

To learn more about our hiring process during COVID-19, click here.

About Mountain Hardwear

We create performance apparel and equipment to empower outdoor athletes to live boldly. Mountain Hardwear was founded in 1993 by a small band of outdoor industry iconoclasts. They saw the industry changing, compromising quality and dumbing down products to serve less technical users. Mountain Hardwear was founded to buck this trend in order to stay true to the needs of outdoor athletes