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Warranty technician - Sydney


At BikesOnline, our mission and purpose of "Ride More, For Less" is born from our belief that cycling has the power to improve lives, and the environment. We love to break through old norms, to get bikes and products to our customers quickly and to have a laugh while we do it.

Founded in 2011, we’re global in our approach and presence with staff in 6 countries and growing. We have a genuine focus on nurturing our team with perks like flexible work arrangements, generous staff discounts, a commitment to ongoing learning and internal career progression across our international footprint.

We are passionate cyclists who love inspiring others to ride more. We design our products, provide expert advice and support initiatives to encourage people from all walks of life to enjoy more cycling adventures. We are committed to delighting customers by sourcing and making quality products for less and providing a simplified and exceptional experience.


What You'll Do

The Warranty Technical Lead provides hands-on technical oversight and operational control across the Warranty and Workshop function. This role is responsible for ensuring consistent and accurate technical decision-making, proactively identifying repeat, systemic, or safety-related issues, and facilitating effective coordination between Customer Support, Workshop operations, and Management. The position is focused on technical governance, quality control, and issue prevention. It is a specialist role and does not include direct people management. Responsibilities include, but is not limited to:


Technical Oversight

  • Make first-pass technical warranty decisions within agreed guidelines

  • Validate diagnoses and root causes prior to major repairs or part replacement

  • Ensure technical decisions are consistent, defensible, and aligned with internal guidelines

  • Identify repeat, systemic, or safety-related failures. Escalating supplier-level concerns to the Warranty & Workshop Manager for governance and supplier engagement.

Escalation & Case Management

  • Take ownership of complex or high-risk warranty cases

  • Maintain accurate case documentation and structured internal notes

  • Support resolution of ACL-sensitive and time-critical matters

  • Prepare clear technical summaries and evidence where required

  • Support offshore agents with technical judgement and structured escalation handling

Workshop Coordination

  • Prioritise warranty jobs in collaboration with technicians

  • Ensure accurate fault diagnosis before approval of work

  • Reduce rework by confirming corrective actions address root causes

  • Coordinate parts availability and non-stock sourcing to minimise work-in-progress backlog and repair delays

Agent Support & Coaching

  • Provide technical guidance to warranty and customer service agents

  • Support consistent application of warranty standards

  • Assist with training on complex or edge-case scenarios

Prevention & Continuous Improvement

  • Contribute to trend analysis and failure pattern reporting

  • Support supplier feedback and quality improvement processes

  • Assist with packaging, assembly, and process reviews

AI Integration and Enablement 

  • Use approved AI tools to support reporting, documentation, and analysis where appropriate


About You

This role would suit an experienced bike mechanic who wants to step away from full-time workshop work while staying connected to the cycling industry.

The ideal candidate will:

  • Have 3+ years of hands-on mechanical experience with strong diagnostic ability

  • Understand workshop workflows, repair priorities, and time pressures

  • Have a genuine passion for bikes and technical problem-solving

  • Be comfortable explaining technical issues to customers over the phone

  • Enjoy solving complex problems and improving outcomes

This role is less about turning tools and more about applying technical judgement and guidance. You’ll act as a trusted technical voice within the team, bringing credibility with mechanics and technicians while also communicating clearly and empathetically with customers and offshore support teams.


How To Apply?

Please apply with your up-to-date resume and cover letter.

Due to the volume of applications, we will only respond to candidates who meet the following criteria:

  • Permanent working rights in Australia

  • 3+ years’ hands-on bicycle mechanic experience with strong diagnostic ability

  • In-depth knowledge of bicycles, components, and common failure points

  • Ability to work from our Frenchs Forest office

 
 
 

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