Technical Support Manager

Overview

Manage the SRAM technical support in the region. Manage the STS team and help to provide a supporting service to the Italian market, improving our technical communications to mechanical staff at retailer level, improve our internal visibility as to the technical issues a retailer may be experiencing.

Responsibilities

• Lead and develop a motivated, high-performing team aligned with corporate and product strategies.
• Ensure optimal service delivery to dealers and customers through effective team management.
• Conduct annual performance reviews, provide ongoing feedback, and monitor individual and team performance.
• Oversee onboarding, continuous training, and employee development initiatives.
• Manage recruitment processes, including interviews, selection, and administrative onboarding in coordination with the location manager.
• Coordinate task distribution, create work and holiday schedules, and support team motivation.
• Evaluate and authorize legitimate manufacturing defects in accordance with warranty policies.
• Provide expert guidance on warranty handling and ensure compliance with QMS and CQF procedures.
• Provide regular feedback on warranty trends to the STS Director and Quality Management.
• Demonstrate in-depth knowledge of all SRAM products, including historical and current issues.
• Identify and escale new product issues to Quality management for resolution.
• Oversee, initiate, and complete repair and rebuild processes according to factory specifications.
• Assist in the workshop during peak periods and maintain test bikes.
• Build and maintain strong customer relationships and ensure high standards of customer care.
• Attend industry events to provide technical support and represent SRAM brands.
• Participate in product-related meetings and conference calls, gather team input, and share relevant updates.
• Support the location manager in daily operations, including IT, installations, and phone systems.
• Manage local inventory and warehouse operations at the STS Italy location; advise on European stock control in Schweinfurt.
• Maintain internal research tools (e.g., handbooks, product pages) to support team efficiency.
• Ensure compliance with health and safety regulations, including first aid, SDS, and electrical safety.
• Oversee general maintenance of the facility in collaboration with the location manager.
• Liaise with the training coordinator to assess and fulfill training needs.
• Collaborate with the legal team to manage and resolve legal claims related to product issues.
• Perform additional duties as assigned to support the team and organizational goals.

Qualifications

• Bachelor’s degree technical direction or equal level
• 5+ years of working experience
• People management skills
• Training skills
• People motivation
• Solid Planning and organization
• Teamwork and collaboration
• Ability to align team operations with corporate strategy
• Service and customer oriented
• Result oriented & perseverance