Rider Care Suspension Technician
Share
Job Location:
Christchurch - New Zealand
Monthly Salary:
Not Disclosed
Posted on:
22 hours ago
Vacancies:
1 Vacancy
Job Summary
As a Service Technician you play a crucial role in ensuring Specialized riders receive top-tier servicing and technical support. By managing repairs optimising service processes and maintaining inventory you enhance efficiency and customer satisfaction. Your expertise in troubleshooting complex technical issues supporting warranty assessments and collaborating with global teams helps maintain Specializeds reputation for excellence. Engaging directly with riders retailers and events you foster brand loyalty while utilizing digital tools to streamline service operations. Your work ensures seamless rider experience strengthening Specializeds commitment to performance and innovation.
Key Areas of Responsibility (KRAs)
Workshop Operations & Repairs
Lead the Service Centre: Oversee the Specialized NZ Service Centre workshop ensuring expert building repair and servicing of bicycles proprietary suspension and wheels.
Deliver Exceptional Service: Perform bicycle and suspension servicing while directly communicating with riders and retailers to provide technical expertise and support.
Optimise Process: Establish methods to improve service quality reduce turnaround times and enhance customer satisfaction.
Manage Workflow: Process incoming service jobs efficiently maintaining industry-leading customer relations and generate brand loyalty through service.
Data & Quality Control: Record and analyse service trends identifying common issues and solutions to drive continuous improvement.
Ship to Home: Build Riders bikes to the highest level when ship-to-home is chosen as the method of purchase.
Inventory & Technical Expertise
Parts & Tools Management: Monitor and maintain stock levels for suspension e-bike motors batteries and wheel service components ensuring availability for timely repairs.
Global Collaboration: Engage with Specializeds global service teams to stay informed on policies procedures training and best practices.
Rider & Retailer Support
Technical Support & Warranty Assistance: Support the Rider Care team in resolving complex technical issues assessing warranty claims and ensuring top-tier service for retailers and customers.
Customer Engagement: Assist retailers and riders with inquiries via Salesforce inbound calls and voicemail follow-ups strengthening relationships with both.
Event Representation: Attend trade shows demo rides and races as a Specialized brand ambassador.
Systems & Digital Tools
Platform Management: Utilise Oracle Salesforce and other digital systems to track inquiries process product returns and manage service requests.
Webstore Support: Ensure accuracy of B2B and B2C platforms reporting inconsistencies to maintain a seamless digital experience.
Team Collaboration: Support managers and colleagues on special projects and business initiatives as needed.
Skills and Experience
- At Specialized we ride. You have a passion for Cycling
- Heightened awareness of customer expectation experience and service
- Customer Service experience preferably in a bicycle shop or other service shop environment
- A good level of technical bicycle mechanical ability. While technical expertise and knowledge are desirable full training particularly in the servicing of suspension - will be provided on the job. More important is someone with the right attitude a good fit with our team and a willingness to learn and grow at Specialized.
- Collaborative approach to working in a team offering support across the business outside your specific role
- Comfortable setting goals chasing targets and being measured regularly
- Being proactive creative resourceful and solution-minded
- Sound time management and prioritising skills
- Quality knowledge of Excel Word and Outlook. Oracle experience would be an advantage.
Qualifications / Education
- At least two years experience in suspension or mechanic role
Required Experience:
IC
Key Skills
- Senior Care
- Nursing Home Experience
- Hospital Experience
- Acute Care
- Basic Math
- Computer Skills
- Caregiving
- Vital Signs Experience
- Medical Terminology
- Rota Management
- Mentoring
- Leadership Skill
About Company
Headquartered in Morgan Hill, CA, the passionate and creative teammates at Specialized have designed and manufactured the world's most innovative bikes and gear since 1974. Founded on the principle of performance and fueled by innovation, our focus on the rider and their needs is our ... View more
