Service & Warranty Administrator/Technician

Saddleback is the UK home of cycling’s leading performance brands including Abbey Tools, Castelli, Chris King, ENVE, Feedback Sports, Kogel, Moots, Pivot, Rudy Project, Sidi, Silca, Sportful, Stages Cycling, Trickstuff, Troy Lee Designs, Wolf Tooth and WTB.

The role of the Service & Warranty Administrator/Technician is to support the day-to-day needs of our retail partners and consumers by providing a level of customer service already synonymous with Saddleback.

The candidate should have previous cycle trade experience including the minimum of a Cytech Level 2 qualification, wheel building experience, suspension servicing and set up experience, excellent interpersonal skills, be numerate, have excellent attention to detail and be motivated to help continue Saddleback’s commitment to their customers.

Warranty and Service tasks

• Understanding, handling and administering office-based warranty processes for specific brands, including liaison with suppliers, dealers and consumers.
• Understanding and ability to test and record warranty cases for specific brands.
• To be a Saddleback point of contact for both dealers and consumers requiring warranty, servicing and repair assistance across multiple brands.
• Assist with new bike builds across multiple brands.
• Assist with the ongoing servicing, cleaning and upkeep of demo bikes.
• Ensuring cases meet warranty criteria or crash replacement requirements.
• Assist with wheel repairs, new builds and crash replacement builds.
• Assist with hub servicing.
• Assist with suspension, shock and seat post serving/repairs.
• Ensure warranty claims to brands are recorded, submitted and replacement parts or credits are received.
• Ensure all costs not covered by warranties are passed to the dealer or consumer.
• Securely package demo, new or repaired bikes, wheels or parts prior to dispatch.
• Other miscellaneous workshop tasks (when required).

Coordination of internal service processes

• Have knowledge of all internal service processes and be able to use them effectively.
• Be proactive in helping to solve internal service process issues.
• Ensure coordination of internal service process throughout the business.
• Ensure completion of internal service processes and provide feedback to Line Manager if required.

Coordination of internal warranty processes

• Have knowledge of all internal warranty processes and be able to deal with them effectively.
• Be proactive in helping to solve internal warranty processes issues.
• Ensure coordination of internal warranty processes throughout the business.
• Ensure completion of internal warranty processes and provide feedback to Line Manager if required.

Assist customer service desk

• Ensure direct or forwarded customer service calls, messages or emails are responded to in a timely, effective and professional manner.
• Record appropriate information on calls, messages or emails received as necessary.
• Request any relevant documentation from dealers or consumers (Images, supporting information and POP etc).
• Liaise with other staff members sharing relevant customer information if required.

About You

• Previous experience in a cycle workshop environment (Qualified to Cytech 2 minimum).
• Previous experience of wheel building (A recognised qualification would be beneficial).
• Previous experience of both analogue and e-bike builds and set up (Cytech Technical e-bike qualification would be beneficial).
• Ability to work in a tidy, orderly manner using own initiative.
• Excel and Word skills would be very useful along with a knowledge of MS Office.
• Ability to take ownership and produce exceptional work sometimes within tight time parameters.
• A team player with excellent communication and people skills.
• A love of all cycling disciplines would be beneficial but not essential.

Benefits:

• Working with a great team of cycling fans
• Early finish on Fridays
• Monthly staff ride-outs
• Secure bike storage
• Changing and locker room with laundry facilities
• Shower facilities
• Workshop facilities
• Attractive staff discount
• Company cash health plan

About Saddleback

Now in our 20^th year of business, Saddleback is a family-owned cycling distribution business with around 60 employees. We are proud to have leading names such as Abbey Tools, Cannondale, Castelli, Chris King, ENVE, Feedback Sports, Focus, Kogel, Pivot, Rudy Project, Sidi, Silca, Sportful, Stages Cycling, Trickstuff, Troy Lee Designs, Wolf Tooth and WTB within our portfolio of the world’s premier road and MTB brands.

You’ll be joining a company full of real cycling enthusiasts at our premises in Yate, 10 miles northeast of Bristol / 15 miles northwest of Bath. We have a friendly, relaxed office atmosphere a little away from the hubbub of central Bristol with plenty of great lunchtime rides on our doorstep.

To apply

If you would like to apply for this role, please submit a copy of your CV and a covering letter to [email protected]

We regret that due to the volume of applications we are only able to contact candidates who make it to the interview stage.

Closing date for applications: 15^th January 2024