Bicycle Service and Warranty Advisor

3 days ago


Wilton, Connecticut, United States Dorel Sports Full time

Technical Warranty Specialist

at Dorel Sports

Join Our Innovative Team

Great products are crafted by great people.

At Dorel Sports, we are dedicated to enhancing the cycling experience by developing innovative and high-quality bicycle products. As the cycling industry evolves, we are on the lookout for passionate individuals to join our team. If you thrive in a culture of creativity and collaboration, we might have the perfect opportunity for you.

If you share our enthusiasm for cycling, we are excited to explore what we can achieve together.

Position Overview:

In this role, you will handle dealer warranty inquiries, make warranty assessments, and input data into our Quality Management System. You will also provide valuable feedback to Dorel Sports regarding warranty concerns and ensure high-quality bicycle builds.

Key Responsibilities:

  1. Respond to incoming calls and emails from dealers regarding warranty and technical inquiries.
  2. Collaborate with the Warranty Service Department to relay technical information to relevant teams (Engineering, Quality, Finance, etc.).
  3. Evaluate warranty claims and escalate complex issues to the appropriate technical authority for resolution.
  4. Input data into the Quality Management System (QMS) and periodically analyze warranty data for reporting purposes.
  5. Maintain current technical knowledge of bicycles and their components.
  6. Demonstrate significant technical expertise and mechanical skills to address various bicycle mechanical systems (brakes, drivetrain, suspension, etc.).
  7. Provide internal feedback to relevant departments regarding warranty and technical issues reported from the field.
  8. Contribute to product performance evaluations by segmenting data into relevant categories.
  9. Occasional travel may be required.
  10. Adhere to internal controls and company policies as established.
  11. Assist with additional projects and tasks as assigned to support company success.

Essential Competencies:

Effective Communication: Engage in active listening and ensure clear information exchange. Write clearly and concisely in various formats.

Analytical Thinking: Identify and resolve problems effectively, using sound judgment to make decisions.

Customer Focus: Understand and anticipate customer needs, staying informed about market trends.

Technical Expertise: Maintain proficiency in bicycle systems and provide valuable insights to the organization.

Relationship Management: Build and maintain productive relationships with colleagues and stakeholders.

Qualifications:

High School diploma or equivalent with 1-2 years of experience in a customer service role. Strong verbal and written communication skills are essential. Proficiency in Microsoft Word, Excel, and Outlook is required, along with the ability to learn new software applications. A solid understanding of bicycle systems and demonstrated problem-solving skills are necessary. A passion for cycling and the ability to adapt to changing scenarios are highly valued.

Physical Requirements:

Ability to sit and stand for extended periods, use a computer, and occasionally lift up to 50 lbs. Travel may be required as necessary.

What We Offer:

Comprehensive Medical/Dental/Vision plans, generous Paid Time Off programs, Paid Parental Leave, Life & Disability Insurance, 401k with company match, and employee discounts on products.



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