Warranty & Technical Services Representative

Cycling Sports Group

Multiple Locations

0 year(s)
Job Description
Come Ride With Us For more than 50 years, Cannondale has been a leading innovator in the cycling world. As more riders of all ages and abilities get on the roads, trails, and streets than ever before, we're here to do the best work of our lives to push the greatest human-powered machine into the future each and every day. We're committed to building a diverse and inclusive workforce where every teammate can succeed as we inspire riders everywhere. Fueled by a free-thinking, always-game, got-your-back mentality, we ditched the rulebook and set forward on a path to make iconic bikes that simply work better. We look forward to the ride with you.

Directly answer dealer calls regarding warranty and technical support. Make warranty determinations and adjudications and provide support as needed. Enter data into Quality Management System. Provide internal feedback to Cannondale regarding warranty issues. Ability to provide professional level builds on all styles of bicycle.
How You'll Contribute:
Answer inbound phone calls and e-mails received on dealer bicycle warranty and technical questions.
Work as part of the Cannondale Warranty Service Department by communicating all technical information to all relevant departments (Engineering, Quality, Finance, etc.)
Adjudicate warranty issues or elevates these issues to the appropriate technical authority to achieve resolution.
Enter data into computer-based Quality Management System (QMS) and periodically analyze and report warranty data.
Maintain up-to-date technical knowledge of bicycle and bicycle components and systems.
Significant technical knowledge and mechanical ability to work on all levels of standard bicycle mechanical systems (brakes, drivetrain, suspension, small parts etc.)
Provide internal feedback to selected Cannondale departments regarding warranty and technical issues reported and recorded from the field.
Provide input into the performance of product launched segmenting data into SKU, and supplier relevant buckets.
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.
What You Bring to the Table:
High School diploma or equivalent with 1-2 years of experience in a customer service environment.
Bilingual in English and French highly preferred
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.
Ability to professionally represent Cannondale to valued customers.
Experience in a bicycle shop as a mechanic or technical service role is a significant plus.
Experience in successfully dealing with the public is desirable.
Some of our Great Benefits:
Comprehensive Medical/Prescription/Dental/Vision plans
Hybrid work environment
Generous Paid Time Off Programs
Life & Disability Insurance
FSA/HSA/Dependent Care FSA
401k and company match
Commuter Incentive Program
Volunteer Time Off
Voluntary benefits (critical illness, accident, and hospital indemnity insurances)
Great discounts on company products
Employee Wellness Program
EAP benefit
Parental Leave program
Access to group home and auto insurance
A mix of casual yet professional culture

Dont meet every single requirement? Studies have shown that women and people of color are less likely to apply to jobs unless they meet every single qualification. At Cannondale we are dedicated to building a diverse, inclusive, and authentic workplace, so if youre excited about this role but your past experience doesnt align perfectly with every qualification in the job description, we encourage you to apply anyway. You may be just the right candidate for this or other roles.
We are an Equal Opportunity Employer. All persons shall have the opportunity to be considered for employment without regard to their race, color, religion, national origin, ancestry, alienage or citizenship status, age, sex, sexual orientation, gender, gender identity, gender expression, marital status, disability, military service and veteran status, pregnancy, childbirth, and related medical conditions, or any other characteristic protected by applicable federal, state or local laws. For additional information, please click here. We will endeavor to make a reasonable accommodation for the known physical or mental limitations of a qualified applicant with a disability unless the accommodation would impose an undue hardship on the operation of our business. If you believe you require such assistance to apply for a role with or participate in the hiring process with the Company, please let us know.