Bicycle Technical Support Representative I

Bicycle Technical Support Representative I

 Bike Division

 Shimano North America Holding, Inc. is a global company offering the world's sporting community top labels and brands, including Shimano, G. Loomis, Power Pro, and Lazer Sports.

We are seeking a Bicycle Technical Support Representative I to join our Irvine, CA team! At Shimano, we welcome your talent, innovation, and enthusiasm.  

 We offer an exceptional array of employee benefits and incentives and are proud to support our employees' health and happiness. We offer paid time off, medical, dental, vision, employer-matching 401k, wellness incentives, a fully equipped on-site gym, rideshare, and much more.

Job Summary:

The Bicycle Technical Support Representatives are responsible for providing customer support using numerous communication methods. Representatives are part of a North American team that supports retailers with expert knowledge on selling, servicing, and selecting our products.  Team Shimano brands include Shimano, Lazer, PRO Bikegear and Bikefitting.com

Job Level: 

Experienced

 Essential Duties/Responsibilities: 

• Provide technical and sales support to Shimano's accounts and sales agencies.
• Provide technical support for end consumers.
• Understand and be prepared to teach others about the technology and maintenance of Team Shimano products.
• Utilize customer service best practices when providing oral and written support.
• Efficiently troubleshoot mechanical, electrical, and hydraulic issues using common techniques and offer customers appropriate options to resolve the issue. 

Job Qualifications:  

• Advanced bicycle technician skills including a thorough understanding of frame, suspension, and wheel design as well as drivetrain theory (mechanical, electronic, internal, and e-bike)
• A minimum of three years of cycling retail experience or equivalent is required.
• Solid written and verbal skills.
• Basic knowledge of Microsoft Office.
• Strong multi-tasking skills.
• Fluent in conversational Spanish is a plus.
• Call center experience is a plus. 
• Advanced bicycle technician skills are required, including an understanding of frame, suspension, wheel design, and drivetrain theory (mechanical, electronic, internal, and e-bike). 

Education: 

• High School or GED diploma
• Two or four-year post-secondary degree

WORKING CONDITIONS 

Environment:

• Approximately 95% of the time performing job duties is spent indoors, within a standard office environment.
• Approximately 5% of the time performing job duties is spent outdoors, exposed to weather conditions.
• Approximately 35-40% of the time is spent on the computer.
• While performing the duties of this job, the employee sometimes works near moving mechanical parts and is occasionally exposed to the risk of electric shock.
• Noise level in the work environment is usually moderate. 
• The temperature of the work environment, when in the office, is moderate and ranges from 65 – 80 degrees. 

Physical Demands:

• Seldom (1–5%): lift from overhead or below the waist 
• Occasionally (6-33%): bend, twist, push, pull, climb, squat, crawl, kneel
• Frequently (34-66%): reach with hands and arms; climb or balance; stand and walk; grasp with hands and fingers; and lift (up to 10 lbs.)
• Continuously (67-100%): sit, use hands to finger, handle or feel objects, tools, or controls; see (including close vision, distance vision, peripheral vision, depth perception, and the ability to adjust focus), hear and speak; and key (i.e., computer, calculator, telephone). 

Machines, Tools and Equipment

• Occasionally (6-33%): copier, fax, and 10-key calculator
• Continuously (67-100%): writing instruments, computer and telephone

NOTE: This job description is not intended to be an exhaustive list of all duties, responsibilities, or qualifications associated with the job. Shimano North America reserves the right to modify and change responsibilities and duties herein without notice.  

Shimano North America is an equal opportunity employer and will not discriminate against any employee or applicant based on age, color, disability, gender, national origin, race, religion, sexual orientation, veteran status or any classification protected by federal, state, or local law.