E-Bike Dealer Technical Support Specialist

1 month ago


McKinney, United States Segway Full time

Job Summary:


We are looking for a highly motivated Dealer Technical Support Specialist to join our new E-bike team at Segway. This role requires a strong understanding of bikes, especially e-bikes, to effectively assist our ever-growing network of Segway dealers. You will play a key role in delighting our dealers by providing industry-leading responsive technical support via email, phone, or other communication channels. It will be vital that you possess elevated skills in communication, active listening and problem solving, a customer-obsessed mentality, and a drive to help in any way you can.


Responsibilities:


  • Provide technical support to Segway's network of dealers.
  • Understand and be prepared to teach our dealers about the technology and maintenance of Segway products.
  • Utilize customer service best practices when providing oral, written, or visual support.
  • Efficiently troubleshoot mechanical, electrical, and hydraulic issues using innovative techniques and offering dealers appropriate options to resolve the issue.
  • Handling Support tickets for warranty, product repair, and order questions.
  • Field inbound and outbound dealer calls, chats, and emails.
  • Assist dealers in the repair process by providing detailed technical knowledge via a phone conversation walkthrough, written or video instructions, or even virtual repair appointments.
  • Hitting goals for key metrics in the customer service department.
  • Other duties as needed are assigned.


What you bring to the role:


  • Bicycle technician skills including mechanical, electronic, internal, and e-bike.
  • Excellent communication abilities, including written and verbal communication.
  • Basic computer skills, including Microsoft Office, data entry, website navigation, and other software.
  • Effective time management, prioritization, and multitasking skills.
  • Retail, Hospitality, or Customer Service experience.
  • Ability to work in a team setting as well as independently.
  • You find excitement in working in a fast-growing and rapidly changing environment.
  • Impressive attention to detail.
  • Eagerness to continually learn, improve, and innovate processes.


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