Rider Care Suspension Technician at Specialized Bicycle Components

Christchurch, Canterbury, New Zealand -

Full Time

Start Date

Immediate

Expiry Date

20 Apr, 26

Salary

0.0

Posted On

20 Jan, 26

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Customer Service, Technical Support, Bicycle Mechanical Ability, Time Management, Collaboration, Problem Solving, Inventory Management, Data Analysis, Salesforce, Oracle, Excel, Word, Outlook, Process Optimization, Communication, Event Representation

Industry

Retail

Description

Rider Care Suspension Technician As a Service Technician, you play a crucial role in ensuring Specialized riders receive top-tier servicing and technical support. By managing repairs, optimising service processes, and maintaining inventory, you enhance efficiency and customer satisfaction. Your expertise in troubleshooting complex technical issues, supporting warranty assessments, and collaborating with global teams helps maintain Specialized’s reputation for excellence. Engaging directly with riders, retailers, and events, you foster brand loyalty while utilizing digital tools to streamline service operations. Your work ensures seamless rider experience, strengthening Specialized’s commitment to performance and innovation. Key Areas of Responsibility (KRAs) Workshop Operations & Repairs Lead the Service Centre: Oversee the Specialized NZ Service Centre workshop, ensuring expert building, repair and servicing of bicycles, proprietary suspension, and wheels. Deliver Exceptional Service: Perform bicycle and suspension servicing while directly communicating with riders and retailers to provide technical expertise and support. Optimise Process: Establish methods to improve service quality, reduce turnaround times, and enhance customer satisfaction. Manage Workflow: Process incoming service jobs efficiently, maintaining industry-leading customer relations and generate brand loyalty through service. Data & Quality Control: Record and analyse service trends, identifying common issues and solutions to drive continuous improvement. Ship to Home: Build Riders bikes to the highest level when ship-to-home is chosen as the method of purchase. Inventory & Technical Expertise Parts & Tools Management: Monitor and maintain stock levels for suspension, e-bike motors, batteries, and wheel service components, ensuring availability for timely repairs. Global Collaboration: Engage with Specialized’s global service teams to stay informed on policies, procedures, training, and best practices. Rider & Retailer Support Technical Support & Warranty Assistance: Support the Rider Care team in resolving complex technical issues, assessing warranty claims, and ensuring top-tier service for retailers and customers. Customer Engagement: Assist retailers and riders with inquiries via Salesforce, inbound calls, and voicemail follow-ups, strengthening relationships with both. Event Representation: Attend trade shows, demo rides, and races as a Specialized brand ambassador. Systems & Digital Tools Platform Management: Utilise Oracle, Salesforce, and other digital systems to track inquiries, process product returns, and manage service requests. Webstore Support: Ensure accuracy of B2B and B2C platforms, reporting inconsistencies to maintain a seamless digital experience. Team Collaboration: Support managers and colleagues on special projects and business initiatives as needed. Skills and Experience At Specialized we ride. You have a passion for Cycling Heightened awareness of customer expectation, experience and service Customer Service experience, preferably in a bicycle shop, or other service shop environment A good level of technical bicycle mechanical ability. While technical expertise and knowledge are desirable, full training – particularly in the servicing of suspension - will be provided on the job. More important is someone with the right attitude, a good fit with our team and a willingness to learn and grow at Specialized. Collaborative approach to working in a team, offering support across the business outside your specific role Comfortable setting goals, chasing targets and being measured regularly Being proactive, creative, resourceful and solution-minded Sound time management and prioritising skills Quality knowledge of Excel, Word and Outlook. Oracle experience would be an advantage. Qualifications / Education At least two years’ experience in suspension or mechanic role Introduce yourself to our recruiters and we'll get in touch if there's a role that seems like a good match. 1974 We are riders—that fact has guided our every decision since 1974. When quality tires weren't around, we strove to make the best. When people wanted to ride cruisers in the dirt, we made the first production mountain bike. When roadies wanted to go faster, we doubled-down on carbon and built our own wind tunnel. And when we saw kids struggling to focus in school, we began supporting Outride to help promote better health through cycling. Specialized. Made for riders, by riders.

Responsibilities

The Rider Care Suspension Technician oversees the Specialized NZ Service Centre, ensuring expert servicing of bicycles and suspension. They also manage workflow, optimize service processes, and engage with riders and retailers to enhance customer satisfaction.