Turbo Tech Support Specialist
at Specialized (View all jobs)
Salt Lake City
Are you passionate about excellent customer service? Are you a natural at developing positive relationships with internal and external customers? Do you constantly talk to your friends, family and pets about bikes and every detail of every component? Are you a creative problem solver eager to help get everyone on a bike? Do you get stoked talking about Specialized with anyone and everyone? Do you like presenting to diverse groups in varied environments? Are you skilled in creating presentations from concept to execution? Do you enjoy the challenge of inspiring others to see your point of view? If you were able to answer “yes” to these questions, we want to talk to you!
We are searching for a Turbo Tech Support Specialist to join our team in delivering industry-leading retailer and rider support for our e-bike division!
HOW YOU’LL MAKE A DIFFERENCE
Wow riders and retailers through positive, productive conversation on the phone, email, chat, etc.
Respond to rider/retailer inquiries providing support for Specialized Turbo product, warranty evaluations, and product recommendations
Resolve unique or complex e-bike issues through creative, rider-focused solutions
Promote relationships between riders and their local retailers
Liaison with management and internal departments as necessary to resolve rider and product issues
Provide support to Rider Care Management as needed on additional E-bike projects and assignments
Provide online trainings for Turbo product to the US Retail & Rider care team to increase their proficiency in supporting e-bikes
Evaluate & trouble-shoot problematic bikes returned from the market to develop an easily accessible database of 'known issues' and streamline the diagnostic process for them
Assist dealers with troubleshooting elevated cases where normal diagnostic processes have been exhausted
Act as a conduit to disperse information from the Global Turbo team to the US Retail and Rider care team about upcoming changes to Turbo product; ex. upcoming firmware update and the changes rider will notice as a result of it
Track Turbo related interactions with retailers through Salesforce to provide better data for future decision-making regarding Turbo product support in the US market
Provide hands-on trainings to the Retail & Rider care team to familiarize them with common service procedures and diagnostic processes for Turbo product
Become a knowledgeable brand evangelist and communicate our brand’s technology and product philosophy to retailer employees
Present SBCU curriculum in various environments (classrooms, shop floors, trade shows and retailer events) using the learn first, then ride concept
Motivate and arm retailers with the tools to increase retail e-bike representation and better serve their customers
Compile and disseminate information to multiple stakeholders in a timely manner – including photos, presentations, trip reports and feedback
Develop SBCU curriculum and create presentation materials
Cultivate long-term relationships with key retailers through retail visits, holding clinics and key cycling events
Soak up feedback from your audiences and communicate to product, sales and marketing teams to drive strategic change in product development and customer service
WHAT YOU NEED TO WIN
Minimum two years of customer service experience and one-year technical service in the cycling industry.
Must be willing to work out of the Salt Lake City, UT office.
PC proficiency in order entry systems, Microsoft Word and Excel.
Bachelor’s degree, or equivalent experience preferred.
Excellent customer service and account management skills.
Excellent analytical, organizational and problem-solving skills.
Ability to communicate, both written and verbally, in a clear and professional manner.
Ability to work independently in a fast paced, high volume environment.
Ability to identify issues, alternatives, and recommend possible solutions.
A strong passion for our brand and an eagerness to create brand ambassadors
Articulate and confident when presenting - a natural communicator, both written and oral
Demonstrated ability to orchestrate a presentation that sells an experience to your audience and makes them feel like they’re a part of that story
Excellent organization and time management skills; able to balance and prioritize multiple projects in a fast-paced environment
Self-starter with an ability to inspire others to believe in a brand’s products and mission
2+ years bicycle retail experience specializing in e-bikes.
In depth technical knowledge of Specialized Turbo product and the electric bike industry in general.
We want to increase representation of all races, genders, and body types in the cycling industry and are committed to building a diverse and inclusive workforce where all people thrive. We encourage everyone – especially those from marginalized groups – to apply to our job postings and help us earn the position as the rider’s brand of choice. We are always looking for creative, innovative, and passionate people who are eager to contribute to our mission of pedaling the planet forward. Regardless of your qualifications, if you are ready to make a difference, please apply and let us know how you can make an impact at Specialized!