Cannondale stands for premium built bikes with high-end technology. This makes our end-users sure that they will achieve the best results in their ride. As a Bike Tech Expert at Cannondale, you will use your technical bike skills to provide our dealers support with technical questions about our products. Together with your team, you will create an enthusiastic and dealer-focused environment where dealer satisfaction is the ultimate goal. You are the designated expert for our dealers. Additionally, you will provide technical support for colleagues. Furthermore, you will be responsible for warranty handling with our dealers.
Being a successful Bike Tech Expert at Cannondale means that you meet three KPIs daily reachability, prompt response time and customer satisfaction. Additional responsibilities include:
Analyzing all service and technical bicycle matters in an efficient and accurate manner and improve them when possible;
Point of contact for the customer service, sales and marketing teams for all their technical queries;
Training customer service representatives to handle the first level warranty claims;
Looking for continuous process improvements;
Delivering quality feedback and analysis during Tech meetings and to other departments;
Other duties as may be assigned throughout the year;
Follow internal controls and company policies as set by CSG and job function;
Contribute to the success of CSG by leading or assisting with other projects and tasks as assigned.
Have a bachelors degree in a technical field;
Have at least 3 years experience in a service/tech related environment;
Beproficient in the Spanish and English language;
Have knowledge of software such as SAP and/or Zendesk;
Have perfect technical knowledge of bicycles and cycling apparel & accessories;
Have experience in both B2B and B2C sales;
Strong project management, organizational, decision-making and problem-solving skills;
Strong customer centric focus;
Strong interpersonal skills and ability to work across cultures and functions;
Strong communication, presentation and relationship-building skills.
Prior experience working for a global brand and multi-national business.
A passion for mountain and road bikes, actions sports, and/or outdoor lifestyle.
Working conditions are normal for an office environment.
Must be able to sit for extended periods of time.
Must be able to use a computer keyboard and view a monitor for extended periods of time.
Must be able to lift 50 pounds
Must be able to take apart and put together bicycle parts.
Some travel may be required.