Job Description

Technical Service Duties

• Review and evaluate customer-submitted helmet service, warranty, and damage claims.
• Diagnose helmet-related concerns, including fitment issues, component failures, crash assessments, manufacturing concerns, and accessory compatibility inquiries.
• Issue Return Authorizations (RAs) and coordinate incoming helmet inspections and service requests.
• Perform in-house helmet repairs, including shield mechanisms, liners, ventilation components, visor systems, communication system integration, and other approved service procedures.
• Conduct detailed inspections of returned helmets and document findings using internal systems.
• Collaborate with Quality Assurance, Product Development, and Product Services teams to identify recurring field issues and opportunities for product improvement.
• Track and document repairs, warranty evaluations, service records, and parts usage accurately.
• Assist with quality control investigations involving customer-reported product concerns.
• Create weekly reports on helmet service activity, recurring issues, and repair trends.
• Manage inventory of helmet replacement parts and service components.
• Process daily intake of helmet-related service requests, warranty claims, and repair authorizations.
• Maintain cleanliness and organization of the service workspace and repair equipment.

Customer Service Duties

• Serve as a point of contact for customers requiring helmet-related support via email.
• Provide troubleshooting guidance, product information, warranty assistance, repair recommendations, and replacement options through email and other communication channels.
• Manage service cases from initial contact through final resolution while maintaining timely follow-up with customers.
• Educate customers on proper helmet fitment, usage, care, maintenance, and safety practices.
• Communicate technical findings clearly and professionally to customers and internal stakeholders.
• Maintain a helpful, empathetic, and customer-focused approach when assisting riders experiencing product concerns or crash-related incidents.
• Escalate complex technical concerns to Product Development, Quality Assurance, or management when appropriate.
• Collaborate with cross-functional departments, including in-house repair technicians and the returns team, to evaluate product concerns, qualify reported issues, and conduct detailed product inspections.

Education & Experience

• High school diploma or equivalent required.
• 2+ years of experience in technical service, product support, warranty administration, repair services, or a related field preferred.
• Experience in a customer-facing role (customer service, technical support, retail, service center, or warranty department) is highly desirable.
• Experience working with powersports, motorsports, protective equipment, or technical consumer products is a plus.

Technical Skills

• Strong ability to diagnose product-related concerns.
• Familiarity with helmet construction, safety equipment, or powersports products preferred.
• Salesforce or experience with CRM and case management systems preferred.
• Shopify experience preferred.
• Computer proficiency required, including strong Excel, Word, Outlook, and data entry skills.
• Ability to document technical findings accurately and consistently.

Soft Skills

• Exceptional written communication skills with a strong customer-service mindset.
• Strong attention to detail and organizational abilities.
• Ability to balance technical analysis with customer-facing responsibilities.
• Critical thinking and problem-solving skills.
• Ability to manage multiple cases and priorities in a fast-paced environment.
• Professional, empathetic, and solution-oriented communication style.

Additional Information

• Passion for motorsports and knowledge of Alpinestars products is highly desirable.
• Familiarity with motorcycle, motocross, or racing helmet technologies is a plus.
• Occasional travel may be required for training, events, or product evaluations.
• Must be able to lift up to 30 lbs. and perform tasks requiring manual dexterity.