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Bike warranty technician - Melbourne

PSI CYCLING

About the Business

PSI Cycling is proud to be the Australian distributor of world class and innovative bicycle brands Cannondale, GT Bicycles, Fabric, Fox Racing, Lezyne, Mongoose, Schwinn and the entire SRAM family of products including SRAM, Zipp, Quarq, RockShox, Avid and Truvativ.

In 2019, we are proud to introduce Goodyear Bicycle Tires to our company.

Our PSI Cycling team has decades of industry experience between us and we are passionate about cycling. A mixture of ex-pros, local crit heroes, commuter and sunny-day recreational cyclists, we are enthusiastic about our brands, our products and our service to the industry. We’re also pretty pleased to be working with the best cycling brands in the world

About the Role

In this versatile role, you will be the Primary Bicycle Technician that oversees all the warranty and technical repairs across the business. You will also assist in supporting warehouse operations as requires.

Key Responsibilities

  • As a member of the Service Center you will be responsible for repairing and servicing of PSIC supplied suspension, and frames

  • Maintenance of the Warranty Services / Retailer telephone queue.

  • Entry of warranty claims received from Retailers

  • Responsible for warranty management between PSIC our retailers and CSG warranty global center

  • Resolution of complex customer support issues including technical support for all lines of PSIC supplied product, warranty evaluations, warranty inventory availability, warranty order placement and follow-up.

  • Provide solutions for complex technical calls from Retailers, riders and internal teams.

  • You work with retailers and riders to gather information about issues.

  • Assist in monitoring inventory levels of parts and tools needed for suspension service.

  • Educate Retail and Service Centre Reps regarding suspension and to increase their knowledge which better aids our retailers.

  • Attend events such as trade shows, demo rides, races, as a representative of PSIC Service Team

You will have

  • 3-5 years experience servicing forks and shocks.

  • Significant customer service experience, preferably in bicycle shops, or other service shop environment.

  • You should have an in-depth understanding of bicycle suspension and with the ability to assemble, disassemble, troubleshoot and diagnose components.

  • Excellent customer service and account management skills.

  • In depth technical knowledge of cycling product and the cycling industry in general.

  • Excellent analytical, organizational and problem-solving skills.

  • Ability to work independently in a fast paced, high volume environment.

  • Ability to identify issues and alternatives and recommend possible solutions.

  • Ability to priorities work loads within our warranty / service center

  • Be a contributor to an already well balanced team of passionate cycling enthusiast

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