After sales - Melbourne

REID CYCLES

Join the Reid Bikes Team: After Sales Executive (Australia) 🛠️

The Opportunity: Ride with Us into the Future

Are you ready to be the crucial link between a leading global bike brand and its valued Australian partners?

Reid Bikes, a successful Australian-founded brand distributing bikes, eBikes, and eScooters, products to over 30 countries worldwide, is seeking a motivated and technically savvy After Sales Executive to join our team.

This is an exceptional opportunity to take ownership of our Australian after-sales operations. You will be instrumental in maintaining the trust of our distributors and dealers, ensuring smooth logistics, and driving our commitment to quality. If you are passionate about the cycling industry, excel at problem-solving, and thrive in a dynamic, remote-first environment, we want to hear from you. This is a remote, work-from-home role, with occasional travel required for distributor visits and 3PL stock checks.

Key Responsibilities: What You Will Do

The After Sales Executive will manage the end-to-end after-sales process across five core areas:

1. Account Management & Distributor Relations

• Distributor Visits: Proactively visit key Australian distributors to meet physically with buyers and warranty teams, fostering strong, reliable working relationships.

• Key Account Support: Act as the primary point of contact for daily queries and operational requests from our trade partners.

• Onboarding: Efficiently set up new clients and integrate them into our claims system (Jira/Claimlane), managing smaller distributor onboarding via email.

• Dealer Training: Conduct training sessions for dealers on product specifics, maintenance, and comprehensive warranty procedures.

• Consumer Enquiries: Efficiently triage general customer requests and direct them to the appropriate regional distributors for resolution.

2. Warranty & Claims Administration

• Claims Processing: Oversee and manage the daily influx of warranty tickets, ensuring timely and accurate resolution.

• Financial Reconciliation: Process credits for clients and work with the Head of After Sales and Compliance to claim corresponding credits back from factories.

• Workflow Management: Ensure all warranty claims are processed quickly and transparently to maintain and enhance dealer trust.

3. Logistics & Supply Chain

• Australian Spare Parts Operations: Coordinate spare parts stock dispatch with our 3PL provider for major retail clients in Australia, ensuring On-Time, In-Full (OTIF) delivery.

• Warehouse Coordination: Conduct occasional visits to the 3PL warehouse to assist with general stock movements, organisation, and spare parts inventory checks.

• Spare Parts Management: Support the Head of After Sales and Compliance in the ordering, organisation, and supply of spare parts to ensure fast access for both current and legacy models.

4. Technical Service & Diagnostics

• Hardware Servicing: Perform hands-on servicing of Ananda motors and carry out detailed battery diagnostics.

• Technical Troubleshooting: Diagnose complex product issues and provide clear, step-by-step resolutions for both dealers and end-users.

• Documentation: Assist the Head of After Sales and Compliance in creating and updating technical support guides and troubleshooting manuals.

• Service Centre Management: Oversee the workflow, status, and output of the Ananda Service Centre.

5. Quality Assurance & Factory Liaison

• Defect Reporting: Systematically collate evidence (photos/videos) of recurring faults and submit these to the QC Leader and Head of Product to initiate factory-side investigations.

• Corrective Action: Follow up rigorously to ensure necessary manufacturing fixes are implemented on future production runs.

• Pre-Shipment Checks: Review QC reports provided by the QC Leader before stock leaves the factory.

• Damage Analysis: Monitor "Dead-on-Arrival" rates to identify parts frequently damaged in transit (e.g., hangers, forks).

• Packaging Optimization: Support in instructing the factory on packing improvements (e.g., increasing cardboard density, adding fork spacers, securing loose accessories) to minimise transit damage.

What You Will Bring (Selection Criteria)

• Proven experience in an after-sales, technical support, or warranty administration role, ideally within the cycling, e-mobility, or hardware industry.

• Strong mechanical aptitude and proven ability to diagnose and service complex hardware (experience with e-bike systems like Ananda is a significant advantage).

• Excellent relationship management and communication skills, comfortable with face-to-face visits and remote support.

• Highly organised with a methodical approach to claims processing and documentation.

• Familiarity with claims management software (e.g., Jira, Claimlane) is a plus.

• Self-motivated and disciplined to thrive in a remote, work-from-home environment.

• Current and valid Australian driver's license for distributor visits.

Why Join Reid Bikes?

• Be part of a rapidly growing, globally distributed Australian brand.

• Enjoy the flexibility of a remote, work-from-home role.

• Take full ownership of a critical function within the Australian market.

• Contribute directly to our commitment to quality and customer satisfaction.

If you are ready to put your technical skills and relationship-building expertise into gear with Reid Bikes, apply today!