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