Lezyne (United States) - Tech Support representative will work directly with Lezyne retailers and direct consumers regarding questions about product warranties, technical support, and troubleshooting. The Tech Support/Warranty Representative needs excellent communication skills, patience, and resolve. Representative will ensure compliance to all warranty specifications and policies. Tech Support & Warranty Representative reports directly to the Sales Operations Manager.

Specific Job Duties:

• Provide excellent customer service to all customers.
• Provides technical answers to clients by identifying problems, researching answers, guiding client through corrective steps
• Participates in tech support development by identifying learning issues and recommending instructional language
• Provide customers with detailed information on company’s warranties and policies as required
• Process warranty returns and be able to make quick decisions in the best interest of the customer and the company.
• Follow up with all customer requests, providing detailed notes in the system to track all work done.
• The representative will work with Lezyne distributors, retailers, and direct consumers.
• Retailer / Dealer operations – new programs, assist accounting with retailer resolutions
• Develop sales leads into pipeline.
• Manage the workload and assure timely responses to all inquiries, suggest process improvements.
• Prepare reports detailing technical issues and warranty information for management.
• Be proactive and improve support performance by identifying problems; recommending changes.
• Provide clerical & sales support to sales manager as required

Education/Experience Required:

• Ability to prioritize and succeed in a rigorous and ever-changing environment
• Ability to effectively communicate with internal staff and external customers, both orally and in writing
• Patience dealing with a wide range of customers
• Ability to read and comprehend simple to complex instructions and manuals
• Excellent diagnostic and mechanical skills
• Work well as a part of a team
• Minimum AA degree
• Experience in the Bicycle Industry; 3 years plus
• Proficient in Microsoft Excel, Outlook, PC Computers
• Proficient with computer data processing and reporting