Salary :
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The Helmet Service Technician will provide technical evaluations, repairs, and support for Alpinestars helmet products while delivering exceptional customer service via email and other customer communication channels. This individual will serve as the primary point of contact for helmet-related service inquiries and will be responsible for supporting customers through the inspection, repair, warranty review, and resolution process.
The Helmet Service Technician will also act as a critical liaison between customers, Quality Assurance, Product Development, and Product Services teams by identifying trends, documenting field issues, and providing feedback to improve future products and customer experiences.
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.
* This is a full-time position with benefits.
Compensation will be dependent on experience.
We're an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, gender, gender identity or expression, sexual orientation, national origin, ancestry, age, disability, genetic information, medical condition, marital status, military or veteran status, or any other protected status under applicable law.
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