Technical Service Supervisor, Bikeurope BV

ROLE TITLE: Technical Service Supervisor
REPORTS TO: Customer Service Manager/ European Warranty Manager
DEPARTMENT: Technical Service
JOB PURPOSE: Customer Care Fast! Provide best-in-class service to internal and external customers

1.       TS Department responsibilities (RIDE+ and Non-RIDE+)

·          Processing & resolution of all Benelux warranty claims, repairs, replacements and credits quickly & efficiently, per company policies

·         Providing technical support to all Benelux customers

·         Translating service bulletins & technical information into Dutch and French & distributing to Benelux dealers and personnel

·          Providing regular technical mini-seminars to sales & customer service • Create FQA in @task

2.       TS Supervision

·         Prepare TS daily & holiday schedules while maintaining adequate staffing levels, including a regular rotation of TS personnel to Wijchen

·         Hiring of new TS staff

·         Scheduling of training for TS with IT personnel

·         Scheduling technical seminars & training from the TS department to CS & Sales Depts.

·         Salary, bonus & compensation supervision

·         Performance reviews & evaluations

·         Tasks & responsibilities for each TS position

·         Keep the TS areas clean and organized

·         Answer overflow calls from CS

·         Monitor TS personnel telephone conversations for quality control

·         Develop & track standards

 - Calls received in the morning returned before lunch
 - Calls received after lunch returned before going home
 - Dealer e-mails returned same day
 - Consumer e-mails returned within 24 hours

3.       Work closely with Wijchen to ensure Benelux warranty claims are handled quickly, efficiently and completed within the designated time frame

4.        Continuous Improvement

·          Develop a Simple, Clear Vision for the TS department (schedule monthly reviews & update the CSV accordingly)

·         Coordinate a 5S event for the Service Department once per calendar year

·         Gathering reports from team performance and work on improvement plans

5.       Remain up to date with product and market information

·         Build ‘relationships’ with suppliers/competitors during various (dealer/consumer) events to retrieve market/competitor/supplier information

·         Read available product and market magazines

·         Actively participate in and follow up on training courses provided to you by Trek

6.       Back up

·         Be a back up for Technical Service Representatives during their absence

7.       General

·         Handle difficult claims RIDE+ and Non-RIDE+

·         Maintain (establish and keep up-to-date) department processes

·        Travel with Benelux Territory Managers once per quarter

·         Ensure that the TS dept is integrated into the Benelux/ECO group through participation in company activities

·         Provide leadership with professional conduct, displaying a positive attitude & attending company functions

·         Understand the Trek values & supervise the TS dept accordingly

COMPETENCES
Hands-on, energetic and flexible
Immune to stress
Open to change
proactive

SKILLS
Excellent verbal/written Dutch, English and French
Strong problem solving skills
Ability to lead, as well as work within a team
Strong data analysis skills, ability to work fluently with excel

·         HBO+ level

·         Minimum 4 year technical experience in a bike shop or similar and minimum 2 year in a supervisory role

·         Minimum 1 year experience in customer service (warranty) role

·         Understanding of retail business

·         Experience in formulation and development warranty guidelines and processes