Rocky Mountain (Canada) - Rocky Mountain has been designing, developing and perfecting mountain bikes in and around the North Shore of Vancouver, British Columbia since 1981. Its diverse terrain is an ideal proving ground for all types of riding. As riders ourselves, we strive to build the best bikes in the world. From epic adventures to EWS racing, Rocky Mountain bikes are designed for people who LOVE THE RIDE.

Rocky Mountain is looking for a Tecnical Service Agent. You will be THE resource person for our merchants, distributors, consumers and sales representatives. By your role and interventions, the leave satisfied, despite the problems that may arise. Every day, you help build the relationship of trust between Rocky Mountain and its customers.

It’s easy to love your job when your employer is recognized as one of the premium mountain bike brands worldwide. This prestigious standing translates to ambitious organizational objectives in line with the company’s reputation. 

Your mission:

As a technical service agent, you identify and understand the problems raised, resolve them efficiently and quickly, making sure to use all the resources at your disposal to provide the best solution.

You provide technical support covering both the mechanical aspects of the bike and the electronic components (when applicable), making the right diagnosis and providing sound advice.

Guardian of customer relations, you respond diligently to their requests and you guide them using the tools in place. You ensure a rigorous follow-up of the files in progress, until complete resolution of the problem, limiting the delays as much as possible.

Finally, you play a key role in the continuous improvement of our products and processes by liaising with your colleagues in the quality, research and development (Saint-Georges and Vancouver) and operations departments.

To excel and thrive in this role:

• Customer service is in your DNA. You just can’t let a customer wait. For you, each client who calls represent an opportunity to strengthen trust towards Rocky Mountain;
• You believe that each problem has its solution and you feel real satisfaction in solving them;
• You are as rigorous as efficient. You are aware of details and quality oriented while maintaining a sustained work pace. Finding ways to improve is second nature to you;
• You can recognize a priority when it arises. You know how to react quickly to emergencies or unexpected events by organizing your time accordingly, without losing sight of your follow-up files. Multitasking is not a problem for you;
• Your communication skills in English and French are excellent (speaking and writing).
• Your good humor is contagious and foolproof!

Before applying:

• You have a high school diploma with years of relevant experience or college diploma
• You show excellent communication skills (oral and written)
• You have strong technical knowledge related to cycling
• You are passionate about cycling, an asset

What awaits you at Rocky Mountain:

• Being part of a passionate team that designs and develops the very best mountain bikes, and sells them in more than 40 countries 
• Working for a fast-growing company in an everchanging environment, with a team committed to being at the forefront of new trends, technologies and performance tools (Microsoft NAV, Office 365, Power BI, electronic document management, etc.) 
• Collaborating with colleagues across multiple locations (Quebec, British Columbia, United States, Europe, Asia)   
• Have access to a group insurance plan and a pension plan  
• Great employee discounts on our bikes and related products 
• Have access to a gym at the office (Saint-Georges)
• Flexible schedule and many more perks