Overview
Technical Support & Warranty Specialist
Date: 10/08/2024
Company: RYPUSA, LLC dba SHERCO USA, LLC
Department: Aftersales
Supervisor: Operations Manager
Summary:
The Technical Support & Warranty Specialist is a highly motivated and technical individual who plays a critical part in offering superior customer service to our dealers. This position is responsible for providing exceptional technical support to all SHERCO customers, including dealers, racers, and retail customers. In addition, you will manage the warranty process, ensuring timely and accurate claim processing. The ideal candidate will have a strong understanding of motorcycles, excellent communication skills, and a commitment to providing outstanding customer service.
Responsibilities:
Full-time position at the Sherco USA Headquarters in San Antonio, TX. This position is NOT remote, it requires the individual to be on-site.
Answer all incoming phone calls, providing support or directing callers to the appropriate department.
Provide backup support to the Parts Manager and Shop Mechanic (as needed).
Warranty Claims Management:
Process warranty claims efficiently through our CRM system.
Analyze warranty data to identify trends and patterns.
Communicate with dealers and customers regarding warranty claims.
File all warranties with Sherco France.
Create parts orders for warranty claims.
Train and assist dealers with the warranty process.
Ensure all warranties are processed promptly and accurately.
Maintain accurate and up-to-date warranty information in the company vault.
Technical Support:
Create high-quality technical videos, including how-to guides, troubleshooting tips, and product demonstrations.
Develop technical training videos for dealers and technicians.
Maintain a library of technical resources.
Provide comprehensive technical support to all SHERCO customers via phone, email, or online channels.
Troubleshoot customer issues and offer solutions or repairs.
Create parts orders resulting from technical support interactions.
Offer remote technical assistance to dealers.
Assist dealers in utilizing the Sherco Network resources.
Production Issue Management:
Log and track production issues in our CRM system.
Coordinate with the production team to resolve issues promptly.
Answer all incoming phone calls, providing support or directing callers to the appropriate department.
Coordinate LTL shipping of motorcycles and large parts orders (if necessary).
Manage shipping damage claims:
File claims with carriers promptly.
Follow up on claims to ensure processing and payment.
Educate dealers on proper filing procedures for shipping damage claims.
Demo Program Management
Service demo bikes regularly to ensure they are in optimal condition.
Plan and schedule demo bike availability for dealers and customers.
Track demo bike usage and performance.
Qualifications:
Minimum 2-3 years of experience in a technical support role, preferably in the motorcycle industry.
Strong understanding of motorcycle operation, mechanics, and troubleshooting.
Proven experience in motorcycle maintenance and repair.
Strong technical skills and ability to troubleshoot complex issues.
Excellent communication and interpersonal skills, with the ability to build rapport with customers.
Proficient in computer skills, including experience with relevant software and online resources.
Ability to prioritize and manage multiple tasks effectively in a fast-paced environment.
Excellent problem-solving skills and a commitment to finding solutions for customers.
Proficiency in using CRM software.
Ability to work independently and as part of a team.
Experience with video editing software is a plus.
Detail-oriented and organized, with a strong focus on accuracy.
A passion for motorcycles and the SHERCO brand is a plus.
Benefits:
Competitive salary and benefits package.
Opportunity to work for a leading motorcycle distributor.
Fast-paced and dynamic work environment.
Be part of a team that is passionate about motorcycles.
We are an equal opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.
About RYP USA, LLC dba Sherco USA, LLC
Sherco USA is the sole importer of Sherco motorcycles, parts, and accessories. Sherco is growing quickly so we are actively searching for a dynamic addition to our existing high-performing support team. The work environment at Sherco is relaxed, and our distribution center and office are centrally located. Our business and race teams are fast-paced, dynamic, and we all support one another (our low attrition rate proves that Sherco is a fun place to work, learn, and prosper). We offer competitive pay that is commensurate with experience, group health insurance, paid time off, sick time, employee discounts, and more.
