Customer Service Workshop Mechanic

About the Customer Service Team 

The Brompton Customer Service Workshop is a close-knit and passionate team dedicated to all things bicycle-related. We understand and appreciate the freedom that our product provides to its users. Our focus is on ensuring that every step of the customer’s and staff’s journey is positively supported, technically excellent, and well-communicated. We operate with a proactive approach, taking ownership of our work and championing quality at every opportunity. Our team reflects Brompton’s wider mission of promoting freedom in cities through innovative cycling solutions. We are committed to delivering gold-standard customer service to Brompton Owners, prospective owners, and our global dealer network. With a "can-do" attitude, we empower movement and freedom through the fantastic products we provide. 

Main Duties & Responsibilities 

As a Customer Service Workshop Technician, your primary role will involve inspecting, reworking, and providing quality feedback on new bike builds for direct-to-home orders. Your responsibilities will include: 

• Ensuring brand-new bikes are ready to ride and showroom-presentable for direct-to-home purchases. 

• Processing direct-to-home bike returns. 

• Providing warranty repairs to support our customers. 

• Performing general servicing for our customer base. 

• Creating accurate repair records and reporting for quality feedback. 

• Maintaining workshop space and stock levels. 

• Managing stock and spare parts effectively. 

• Assisting with workshop stock counts. 

• Accurately recording all jobs in the workshop POS system (Citrus Lime). 

• Ensuring responsible recycling practices where required. 

• Compiling detailed warranty and inspection reports. 

Proactive Support Responsibilities 

Beyond your day-to-day tasks, you will also be involved in: 

• Providing technical support to colleagues. 

• Assisting with online training sessions and technical video support. 

• Helping to develop processes and technical literature to support both trade and consumer audiences. 

Continuous Improvement & Reporting 

Your role will also include elements of assessment and improvement, such as: 

• Identifying and reporting trends in product performance and team output, raising business awareness to emerging issues. 

• Reviewing and refining bike servicing processes to enhance customer support. 

Qualifications & Skills Required 

• Strong mechanical and technical skills, particularly in bicycle maintenance and repair. 

• Experience in a customer service or technical support role. 

• Ability to troubleshoot and diagnose bicycle-related issues. 

• Excellent communication skills to interact effectively with customers and colleagues. 

• A proactive and problem-solving mindset. 

• Ability to work both independently and collaboratively within a team. 

• Familiarity with workshop POS systems (experience with Citrus Lime is a plus). 

• Passion for cycling and enthusiasm for Brompton’s mission and products. 

Why Join Brompton? 

By joining our Customer Service Workshop team, you will become part of a company dedicated to providing world-class service and innovative cycling solutions. If you are passionate about bicycles, enjoy problem-solving, and want to contribute to a company that values quality, teamwork, and customer satisfaction, we would love to hear from you!