Head of Service / Technical Customer Support - in the bicycle industry (m/f/d)

ROTAX BIKE TECHNOLOGY is the new powerhouse of the e-bike industry. With the Pinion and FIT brands under one roof, we create an E-Drive eco system based on innovation, quality and best in class products. With our partners, we shape sustainable and flexible mobility for the future. Mission ON.E – together we are stronger. What do you mean?

HIGHLIGHTS, THE YOU'RE BEGEISTERN.... Specialist & Disciplinary leadership of our technical customer service / customer service at Pinion and RBT. Responsibility for 1st & 2nd level support, technical documentation, training of our OEs and dealers and fault diagnosis. This also includes operating control on benchmark level, as well as strategic development with clear processes, clear responsibilities and most modern tools (ticket and training systems, knowledge database, Ki tools, ...). Escalation and decision management on complex warranty cases, technical solutions and coordination with 3rd level support. Development and maintenance of a knowledge base for eBike diagnostics, fault images and symptom detection. Systematic analysis of fault images on the eBike drive system (eSystem) with interface to the areas Quality and R&D with the common objective of product optimization. Analysis of the specialist retail market with regard to the product know-how to our eBike drive systems as well as recognition of missing knowledge and potentials for designing training content for fault diagnosis and repair.

DEIN PROFIL RESULTS Multiannual professional and leadership experience in the field of technical support / service for complex consumer products, ideally from the eBike, automotive or electronics industry. Deep understanding of eSystem architectures (engines, batteries, sensor technology, connectivity) as well as experience with diagnostic software, with over-the-air updates (OTA) and app-based updates. Safe handling of modern ticket systems (e.g. ServiceNow, Freshdesk) and remote support tools. Knowledge of battery regulation, warranty and product liability in an international context. Embossed passion for data-driven error analysis as well as hands-on mentality with the aim of process optimization. Sovereign leadership competencies combined with an empirical, motivating communication method. German and English knowledge in word and writing (in international exchange).

A UMFELD, THE RESULTS... Long-term perspectives in a dynamically growing company in a future industry. Exciting and challenging tasks with design possibilities and self-responsibility. Valuable corporate culture with a collegial working environment and a lot of bike enthusiasm. Free spaces for creative work and team activities. Individual part-time models. .