Powersports Technician

Cycles Worldwide, LLC; McKinney (TX); Hybrid; USD 50,000 - 70,000; Full time

Benefits offered by this job

Health insurance

Dental insurance

Vision insurance

401(k) retirement plan

Professional development

Job summary

Segway Powersports in McKinney, TX is seeking a Technical Support Specialist to deliver expert technical assistance to dealers, customers, and internal teams across a range of powersports products.

You will diagnose mechanical and electrical issues, guide repairs, and maintain detailed CRM records while collaborating with engineering and product teams to improve service quality and customer satisfaction.

Qualifications

• Must have strong mechanical and electrical troubleshooting skills.
• Excellent communication skills, able to explain complex concepts to non-technical customers.
• Proficient with diagnostic tools, manuals, and vehicle diagnostics software.

Responsibilities

• Provide prompt and accurate technical support to dealers, customers, and internal teams via phone, email, chat, and in-person interactions.
• Diagnose and troubleshoot mechanical and electrical issues with powersports vehicles, guiding dealers and technicians through repair and maintenance processes.
• Handle dealer inquiries, escalations, and coordinate with Service Manager, engineering, and product teams as needed.
• Maintain detailed records of dealer and customer interactions, issues, and resolutions in the CRM system.
• Create and maintain technical documentation and training materials.

Skills

Mechanical troubleshooting

Electrical troubleshooting

Excellent communication

Diagnostic tools

Organizational skills

Education

High school diploma or equivalent

Technical certification or associate degree

Tools

Diagnostic tools

Job description

Segway Powersports is an innovative company in the field of Powersports design and manufacturing, including but not limited to: All-terrain vehicles, Utility Side by Sides, Sport Side by Sides and On-road vehicles. Approaching the international market from a long-term perspective, Segway Powersports has numerous self-developed patented designs including a hybrid powertrain, internal combustion engines, a smart IOV system and advanced vehicle designs. Segway Powersports is a high-tech enterprise integrating a superior supply chain and its own factories. The company specializes in the R&D, production, sales and after-sales service of Powersports products. Segway Powersports adheres to the motto of “FEAR NO PLACE” and aims to be the leading All-Terrain mobility solution provider.

The Technical Support Specialist will be responsible for providing expert technical assistance to dealers, customers, and internal teams regarding our range of powersports products. This position will be based out of our McKinney, TX. This role requires strong problem-solving skills, in-depth knowledge of mechanical and electrical systems, ability to perform service on powersports vehicles, and the ability to communicate complex technical information clearly and effectively. The ideal candidate will have a passion for powersports and a commitment to delivering exceptional customer service.

Key Responsibilities:

Technical Assistance:

• Provide prompt and accurate technical support to dealers, customers, and internal teams via phone, email, chat, and in-person interactions.
• Diagnose and troubleshoot mechanical and electrical issues with powersports vehicles, guiding dealers and technicians through repair and maintenance processes.
• Offer expert advice on the installation, usage, and maintenance of parts, accessories, and equipment.

Customer Support:

• Assist dealers in resolving technical issues, providing step-by-step guidance and ensuring a positive experience.
• Handle escalated technical inquiries and complex problems, working closely with the Service Manager, engineering, and product teams when necessary.
• Maintain detailed records of dealer and customer interactions, issues, and resolutions in the company’s CRM system.

Dealer Support:

• Serve as the primary technical contact for dealer partners, providing training, troubleshooting, and support as needed.
• Assist dealers with warranty claims, product issues, and technical documentation.
• Conduct technical training sessions for dealer technicians to ensure they are knowledgeable about our products and capable of providing high-quality service.

Product Knowledge:

• Stay updated on the latest developments in powersports technology, including new products, features, and industry trends.
• Continuously develop and maintain a deep understanding of the company’s product line, including specifications, common issues, and repair techniques.

Documentation:

• Create and maintain technical documentation, such as troubleshooting guides, FAQs, and instructional materials.
• Prepare and deliver technical reports and feedback to the Service Manager, product development, and engineering teams to help improve product quality and performance.

Collaboration:

• Work closely with the Service Manager, parts and accessories, engineering, product development, and quality assurance teams to identify and resolve product issues.
• Provide feedback from dealers and customers to influence product improvements and future development.

Continuous Improvement:

• Identify recurring technical issues and suggest process improvements to reduce support requests and enhance dealer and customer satisfaction.
• Participate in ongoing training to improve technical skills and stay current with industry advancements.

Qualifications:

• High school diploma or equivalent required; technical certification or associate degree in a related field preferred.
• Proven experience in a technical support or service role, preferably within the powersports, automotive, or related industry.
• Strong mechanical and electrical troubleshooting skills, with hands-on experience in vehicle repair and maintenance.
• Excellent communication skills, with the ability to explain complex technical concepts to non-technical customers.
• Proficiency in using diagnostic tools, technical manuals, and computer software related to vehicle diagnostics.
• Strong organizational skills, with the ability to manage multiple tasks and prioritize effectively.

Working Conditions:

• Standard business hours with occasional requirements to work extended hours or weekends based on business needs.
• Some travel to remote locations and corporate functions may be required.
• Reports to Service Manager.

Compensation:

• Competitive salary.
• Comprehensive health, dental, and vision insurance.
• 401(k) retirement plan.
• Opportunities for professional development and career advancement.