ROLE OVERVIEW:

We are looking for a technical expert to manage both branded and own brand cycling warranties and associated process. The right candidate will have industry leading bike mechanical/technical skills, an ability to self-organise and work within agreed SLAs to deliver an unbeatable level of customer service to our stores, as well as internal and external customers.

KEY RESPONSIBILITIES:

• Answering technical queries, support stores and internal customers 
• Warranty and technical support all brands both bikes and parts
• Centralized processing of all bike and part warranties 
• Creating a concise feedback loop for buying and retail 
• Management of spares and parts to support own brand bike`s
• Supporting the ongoing learning and develop platform
• Delivering an agreed SLA to internal and external customers 

SKILLS/EXPERIENCE/KNOWLEDGE NEEDED:

• Cycling expert with good industry and product knowledge
• Technical qualification preferred, but not essential
• Ability to accurately diagnose and solve problems
• Highley organised with the ability to self-manage workload
• Comprehensive IT skills and use of Microsoft systems
• Great communicator and team player

DELIVERABLES:

• Delivering technical support for stores within the cycling division
• Deliver unbeatable service for stores and customers
• Have an in-depth knowledge of the bike ranges, especially Exclusive Brands
• Maintaining technical support documentation
• Monitor and review Branded and Exclusive brand returns policies and make relevant recommended improvements
• Give clear and consistent advice to store teams, and where relevant seek and deliver answers to queries
• Work with Senior Developer and cycle Buyer to strive to improve warranty procedures wherever possible 
• Maintain excellent relationships with stores and suppliers where relevant

TEAMWORK:

• Collaborative working approach across departments and Buying divisions
• Share best practice across the division and wider business
• Build supportive relationships with stores and retail colleagues
• Engage in cross-functional working
• Can do attitude
• Learn from our mistakes and help it shape our future plans
• We strive for a ‘right first time’ approach in all we do