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Global Rider Care – e-Bike Technical Support Lead (w/m/d)

For our office in Cham, Switzerland we are seeking an e-Bike technical expert with the tenacity to resolve complex field issues. to commence immediately or by agreement. Are you an e-Bike or automotive technical expert with electronic experience and can you systematically diagnose and fix complex problems? Can you proactively partner with other teams to solve complex issues where ownership is unclear? Do you have a proven track record of resolving issues using a combination of technical knowledge and product field data, documenting and sharing your solutions? Can you champion the needs of the rider and retailer, specifically regarding software and apps? Will you thrive in a fast-changing environment, sometimes without clear boundaries & priorities? If you were able to answer “Yes” to these questions, we want to talk to you!

How you’ll make a difference

  • Champion the service/diagnostic needs of retailers/riders in internal software/app design and development – partnering closely with product and digital teams
  • Analyze bike field performance data & proactively lead service actions that will increase rider uptime and satisfaction – working with Supply Chain teams to ensure correct parts are on hand globally
  • Coordinate and communicate key software/app/firmware releases so that Rider Care & Retailers are prepared for new features & changes to functionality
  • Partner with training teams to create online support content for riders and retail service
  • Manage and resolve e-Bike app, software & product issues escalated from Tier 1 & 2 support staff globally
  • Escalate technical issues that could not be resolved to Quality, Engineering, Product Development and Digital teams as necessary, partnering with them until issue resolution is achieved
  • Document & coordinate issue resolution - improve Rider Care competency by reviewing escalated cases and creating/sharing knowledge articles & technical bulletins
  • Collaborate closely with retailers/riders via Beta programs to validate software/app functionality pre-release

What you need to win

  • 5+ years of experience in a mechanical or electronic technical support field, with significant hands-on experience, troubleshooting and resolving complex system issues. E-Bike, automotive etc. experience preferred
  • A-level in Math or Physics would be highly advantageous
  • Demonstrate above-average reasoning ability by clearly defining problems, analyzing data, establishing facts and drawing valid conclusions
  • Ability to systematically troubleshoot electronic/mechanical product issues in order to determine root cause and solutions
  • An understanding of tiered support systems at an international level along with experience of escalation/ticketing systems (such as JIRA Service Desk) would be an advantage
  • Experience using remote support tools (e.g. TeamViewer) to diagnose and resolve issues
  • Strong influencing skills, alongside the ability to manage multiple priorities with different teams
  • Must speak and write fluent English; bilingual in French or German highly preferred
  • Must be able to travel as needs arise (max. 10%), primarily within Europe but occasionally outside
  • Passion for bikes; driven to make an impact for riders

You are interested? We look forward to receiving your compelling application stating your salary expectation and earliest starting date. Please submit your application exclusively via our online career portal. Applications via e-mail, mail or employment agencies will not be considered.

 

Specialized Europe GmbH - Human Resources - Werkstattgasse 10 - CH-6330 Cham

Tel.: +41 41 783 89 89 - www.specialized.com/careers

 

About Specialized

First and foremost, we are riders. We share the core belief that bikes help make the world a better place. From product development and operations, to finance and marketing - every role at Specialized contributes to a culture of sustainable, global growth and innovation. Around the world, we work to recruit candidates who are passionate and curious with the belief that everyone has the potential to be a leader.

Arbeitgeber/Firmenname: 
Specialized Europe GmbH
Arbeitsort: 
Cham, Schweiz
Stellenprozent: 
100%