Technical Support Representative

Job Title: Retail Support Representative
Location: Rowville, Victoria, Australia

OVERVIEW

To provide world class technical and warranty assistance to our customers, bike dealers, distributors, and OEs on all SRAM product lines.

RESPONSIBILITIES

• Provide professional technical and warranty assistance to all inquiries via phone or email for all SRAM product lines
• Demonstrate in-depth knowledge of SRAM products, including current and previous product lines
• Identify new issues as they occur in the market and follow appropriate warranty guidelines to quickly resolve customer inquiries; regularly communicate trends to the Quality department for continuous improvement
• Initiate and complete repair processes on SRAM products according to factory specifications
• Attend industry-sponsored events, as needed, to provide technical support
• Other duties as assigned

QUALIFICATIONS

• 1+ years of bicycle industry experience required, along with a thorough understanding of bicycle mechanics
• Extensive bicycle mechanical knowledge, supported by practical proficiency in technical diagnostics, repairs, and maintenance
• Ability to safely lift, carry, and maneuver items weighing up to 16 kg as part of regular job duties
• Strong customer service skills, professionalism, and ability to problem-solve in a positive and courteous manner
• Ability to learn quickly via on-the-job experience, training, and customer interaction
• Excellent written, verbal, and organizational skills
• Proficiency with Microsoft Word and Excel; SAP knowledge a plus
• Ability to travel domestically and internationally, including weekends, up to 10% as needed
• Initial training period of 3–4 months
• Bonus- A passion for cycling!

COMPENSATION & BENEFITS

• Starting salary: $70,000 AUD
• Eligible for annual corporate bonus based on company and individual performance
• Superannuation
• Paid time off