E-Bike - After Sales Technical Representative
Position: E-Bike - After Sales Technical Representative
Reports To: After Sales Manager
Summary: The E-Bike Tech Rep is responsible for working with Giant Retailers and the Giant Sales Team in order to answer technical questions related to Giant E-Bike Products. This position is also responsible for processing warranty claims and after sales service related orders.
Job Responsibilities:
- Key contact for all E-bike related support, technical questions, and after-sales requests
- Handles all phone calls from retailers, consumers, and Account Executives for warranty and technical issues in a timely fashion
- Uses available inventory to resolve warranty and after sales service issues
- Returns all e-mail and voicemails in timely fashion
- Reports quality issues to factory via the Quality Improvement Request process – follows up with factories/manager as needed
- Assists with processing warranties submitted through the G-Store online warranty module
- Submits and approves credits as needed
- Is trained on and able to handle all questions regarding technical information for all Giant, Liv, and Momentum branded bikes produced within the past 4 years
- Handles warranty returns – inspection and response
- Assists with reworks and recalls as needed
- Follow all S.O.P.’s for the department
- Abide by all company policies and values including coaching employees on how to use these in daily operations
Job Qualifications:·
- High technical knowledge of bicycles, particularly in the E-bike category
- Strong customer service and administrative skills are essential
- High level computer skills and familiarity with popular application software
- High level of organizational skills, attention to detail, and a strong work ethic
- Ability to problem solve and work independently
- Calm demeanor and positive attitude in the face of challenging situations and conversations
- Good oral and written communication skills
- 3 + years bicycle industry experience preferred
- Outdoor lifestyle interests preferred
- Full time, non-exempt position
- Must have own vehicle and valid driver’s license
- Must be willing to be subject to a thorough background check
- Must be vaccinated and provide vaccine card
Giant Bicycle, Inc. follows Federal, State, and local guidelines to provide a safe and healthy work environment—including safety protocols to fight the COVID-19 pandemic. All employees at Giant are required to provide proof of COVID-19 vaccination. Requests for exceptions to Giant’s vaccination policy are reviewed for sincerely held religious beliefs or medical/disability reasons.
Qualified candidates, please send your cover letter with a resume to hr@giantbicycle.com
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