Brand Support Technical Representative - Bosch Support

Workstand; BLOOMINGTON (MN); Remote; USD 29,000 - 40,000; Full time

Job summary

Quality Bicycle Products is seeking a Brand Support Technical Representative for Bosch Support. You will handle inbound technical and warranty-related inquiries, diagnose product issues, and collaborate with Brand teams to deliver superior customer experiences across retailers, end-users, and partners.

Role involves remote and onsite work, with some evenings or weekends as needed. You will stay current with brand product knowledge and participate in training to support Salsa, Surly, Teravail,

Qualifications

• 2+ years specialty retail experience and 1+ year of bicycle industry experience in customer service, operations, technical support, or sales.
• Fluency in modern bicycle technology and trends with focus on QBP brands.
• Ambition and drive to contribute to an excellent customer experience.
• Strong organization, multitasking, and knowledge retention.

Responsibilities

• Field inbound technical support and customer service interactions from retailers, end-users, and OE partners by phone, email, and web.
• Perform warranty diagnosis and resolution on brand-specific products for retailers, end-users, and OE partners.
• Resolve customer service and technical issues in a timely, effective, and positive manner.
• Perform software updates, product assembly/disassembly, and shipping/fulfillment tasks as required.
• Document and share feedback on brand-specific products and technical documentation.
• Accurately document interactions and warranty data in the CRM/ticketing system to understand customer needs.
• Attend brand trainings and stay updated on product education and technical expertise.
• Assist with brand-specific recall events as needed.

Skills

Customer service

Technical support

Bicycle industry knowledge

Communication

Organization

Autonomy

Tools

CRM software

Job description

Brand Support Technical Representative - Bosch Support

Locations

Showing 1 location

Bloomington, MN Bloomington, MN 55438, USA

• Remote
• Pay or shift range: $20.99 USD to $29.37 USD Flagg Bicycle Group (Quality Bicycle Products, Workstand, Wheel Mfg and Terry Precision Cycling) approaches pay in an ethical and transparent way. Pay ranges are assigned to a job based on market data from 3rd party salary benchmark data as well as balancing internal equity of other roles with similar levels of responsibility. Individual pay within the range can vary for several reasons including, but not limited to, skills, abilities, experience, tenure, performance, and available budget.
• Sales and Customer Service
• Full-Time

Description

We’re excited to consider candidates from a variety of locations. Candidates based in the Twin Cities Metro area should be available to work onsite at our Bloomington Q-Central office as needed. For candidates located outside the Twin Cities, remote work may be available in Pennsylvania, Colorado, Nevada, and other areas of Minnesota, depending on business needs and role requirements.

WHAT YOU WILL BE ACCOUNTABLE FOR:

The Brand Support team offers front line support for QBP’s proprietary brands and exclusive distribution partners and is tasked with providing our retailer, end-user, and brand partners the best specialty customer experience in the industry. We accomplish this by providing high-quality service for our customers in phone, email, and web-based interactions; through warranty support; and through internal collaboration with our proprietary and distribution brand teams. The Brand Support team owns the customer experience for specialty brands like Salsa, Surly, Teravail, Bosch, and TQ through brand specific product knowledge, operational soundness, and an inherent desire to keep the customer first.

The Brand Support Technical Representative performs brand specific duties in the warranty and customer support realm for one or more of QBP’s in-house brands, key-service partners, and/or exclusive distribution brands. This includes working individually and as part of a larger team to answer brand specific questions, solve product problems, diagnose warranty and technical service claims, and various other tasks based on individual brand and business needs. This role optimizes customer experience and issue resolution through attention to technical details of product and process.

• Field inbound technical support and customer service-related interactions from retailers, end-users, and OE (original equipment) partners including phone calls, emails, and web-based interactions.
• Perform warranty diagnosis and resolution on brand-specific products for retailers, end-users, and OE partners.
• Resolve customer service and technical support issuestimely, effectively, and in a positive manner.
• Perform software updates, product assembly/disassembly, and shipping/fulfillment tasks as required.
• Document, maintain, and proactively share feedback on brand-specific products, websites, and related technical documentation.
• Document interaction and warranty dataaccurately and consistentlythroughuse of QBP CRM and ticketing softwareto understand customer needs, whether retailer, end-user, OE, or brand-partner.
• Attend brand specific trainings, take part in new product releases, and proactively stay on top product education and technical expertise.
• Assist with brand specific recall events as needed.

Other tasks and responsibilities asassigned

This position reports to a Brand Support Supervisor

WHAT YOU NEED TO SUCCEED:

• QUALIFICATIONS
  • 2+ years specialty retail experience and 1+ year of bicycle industry experience working in customer service, operations, technical support, or sales preferred.
  • Fluency in modern bicycle technology and trends,with a focus on QBP’s proprietary brands and/oreBike preferred.
  • Ambition and drive to contribute to an excellent customer experience.
  • Organization, multitasking, and knowledge retention are crucial.
  • Comfortable with autonomy and asking questions.
  • Excellent interpersonal and oral communication skills. Ability to listen and communicate (written and verbal) in a pleasant manner.
  • Team-player, willing to step in for their colleagues on a moment's notice.
  • Demonstrated computer skills.
• OTHER RELATED CRITERIA
  • Work Schedule
    • May occasionally work some evenings or weekends
  • Physical Requirements
    • Ability to perform work on a phone and computer extensively.

MODELING QBP CORE VALUES:

• Act with integrity
• Be a truepartner
• Create somethingspecial
• Keep the customerfirst

All candidates are subject to a pre-employment criminal background check.

Quality Bicycle Products is proud to be a certified B-Corp and an Equal Opportunity Employer. We welcome talent from all backgrounds and encourage employees to bring their authentic selves to work. We do not discriminate based on race, religion, color, national origin, sex (including pregnancy or related conditions), sexual orientation, gender identity or expression, age, disability, veteran status, genetic information, political affiliation, or any other protected characteristic.

Quality Bicycle Products approaches pay in an ethical and transparent way.Pay ranges are assigned to a job based on market data from 3rd party salary benchmark data as well as balancing internal equity of other roles with similar levels of responsibility.Individual pay within the range can vary for several reasons including, but not limited to, skills, abilities, experience, tenure, performance, and available budget.

Equal Opportunity Employer

This employer is required to notify all applicants of their rights pursuant to federal employment laws.For further information, please review the Know Your Rights notice from the Department of Labor.