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Wilton, VT

Full-time | Operations

About the job

Join Our Team! Big companies dont make great bikes. Great people do. We help people make the most of their bike ride by creating some of the most original, easy to enjoy, and best performing bicycle products.
We make bikes for everybody as cycling develops and grows worldwide, were looking for more great people to join us. If youre looking to enjoy working in a culture of innovation with a team of like-minded people, then we may have something for you here.
If you love riding bikes as much as we do, then were already on the same page. Lets see what we can create together.
Position Summary:
Manage WTR and FTR teams. Own all team metrics, goals and reporting. Responsible for supplemental warranty territory coverage as needed, maintaining training documents and processes for the warranty team, and acting as an ebike expert and consumer warranty liaison with the ecommerce team. Warranty Manager will handle warranty claim escalation, new quality issue reporting, warranty team metrics reporting, and maintaining global warranty response time goals.

Responsibilities:
Manage WTR Team in setting and achieving all global metrics and goals
Responsible for performance management processes, employee relations, and career development processes for WTR and FTR teams
Responsible for hiring, firing and disciplining employees on the WTR and FTR team
Manage FTR, ensuring parts ordering, turnaround time goals, and new issue tracking are achieved
Tracks and escalates warranty issues to North American Product Manager
Produces warranty reporting for Global QC Meetings
Manage warranty team metrics and tracking
New warranty issue reporting
Provide supplemental phone and claim resolution support, as needed
Provide supplemental FTR Tech coverage, as needed
E-bike drive unit technical subject matter expert
Provide e-bike system troubleshooting and issue resolution support to customer care reps and consumers
Provide technical bicycle product support to customer care reps and consumers for CSG bicycle products purchased direct (through a CSG ecommerce channel)
Work with Global technical documentation group to identify technical resource requirements needed to support consumers, customer care reps and dealers
Ensure timely resolution of warranty claims for CSG bicycle products purchased direct
Work with customer care managers on processes to ensure clear and timely communication of warranty claim status and resolution to consumers
Responsible for ensuring SAP QN creation/completion for 100% of consumer direct technical and warranty claims by working with NA PM, WTR and CS team.
Work with Global quality team and NA PM on defining and implementing a consumer warranty claim submission solution
Manages answers dealer bicycle warranty and technical questions from phone calls and e-mails received as necessary.
Assists NA PM in aggregating information and data for ongoing warranty issues and reworks
Assists NA PM as needed with reporting and forecast updates for warranty and service parts and frames
Maintains up to date technical knowledge of bicycle components and systems.
Follow internal controls and company policies as set by company and job function.
Contribute to the success of company by leading or assisting with other projects and tasks as assigned

Key Competencies:
COMMUNICATIONS Facilitating Information Exchange:
Active Listening: Effective performers offer their full attention when others speak. They listen actively, giving verbal and nonverbal cues of their interest. When the speaker has finished, they paraphrase what was said to ensure understanding.

CONCEPTUAL Thinking, Analyzing, Using Intuition
Problem Solving & Decision Making: Effective performers can identify problems, solve them, act decisively, and show good judgement. They isolate causes from symptoms, and compile information and alternatives to illuminate problems or issues. They involve others as appropriate and gather information from a variety of sources. They find a balance between studying the problem and solving it. They readily commit to action and make decisions that reflect sound judgement.

CONTEXTUAL Knowing the Operation Environment
Customer Orientation: Effective performers stay close to customers and consumers. They view the organization through the eyes of the customer and go out of their way to anticipate and meet customer needs. They continually seek information and understanding regarding market trends.
Functional / Technical Expertise: Effective performers are knowledgeable and skilled in a functional specialty (e.g., finance, marketing, operations, informational technologies, human resources, etc.). They add organizational value through unique expertise in a functional specialty area. They remain current in their area of expertise and serve as a resource in that area for the organization.

MANAGEMENT Optimizing Talent and Resources
Team Management: Effective performers create and maintain functional work units. They understand human dynamics of team formation and maintenance. They formulate team roles and actively recruit and select to build effective workgroups. They develop and communicate clear team goals and roles and provide a level of guidance and management appropriate to the circumstances. They reward team behavior and foster a team atmosphere in the workplace.

PERSONAL Core Intrinsic Qualities
Positive Impact: Effective performers make positive impressions on those around them. they are personable, self-confident, and generally likeable. They are optimistic and enthusiastic about what they do, and their excitement is contagious. They energize those around them.

Essential Qualifications:
High School diploma or equivalent with 1-2 years experience in a customer service
Must have excellent verbal and written communication skills
Must be computer proficient in Microsoft Word, Excel and Outlook and the ability to learn other software applications
Excellent technical understanding of bicycle systems
Demonstrated problem solving skills and decision-making skills
Excellent writing, speaking, computer, and interpersonal skills
Good record keeping skills and attention to detail
Passion and enthusiasm for bicycles and cycling
Ability to adapt to changes and evolving scenarios
Maintain professional composure when dealing with external customers

Financial Scope:
Supports NA PM in meeting warranty targets outlined in annual budget
Contributes to forecasting and managing warranty inventory as needed

Physical Demands:
Must be able to sit and stand for extended periods of time
Must be able to use a computer keyboard and view a monitor for extended periods of time
Periodically work in a shop environment receiving and analyzing returned product from the field
Must be able to lift up to 20 lbs. on a consistent basis
Must be able to climb stairs while carrying a bike on a consistent basis. Occasional lifting up to 50 lbs
Must be able to travel, as required

What we offer:
Comprehensive Medical/Dental/Vision plans
Generous Paid Time Off Programs
Paid Parental Leave
Life & Disability Insurance
FSA/HSA/Dependent Care FSA
401k and company match
Commuter Incentive Program
Great discounts on company prod
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1501 Lincoln Blvd.#1014 Venice, CA. 90291