SuperMann
Total Newb
Description: Technical Support Manager
Operates in the service center’s workshop and in the field, is responsible for responding to customer issues for all GenZe products (eBikes and eScooters); Acts as technical service liaison, developing procedures and technical documentation; supports public and private fleet operators, facilitates development of repair manuals; reports field issues to internal departments (Engineering, QA, etc.)
This position is based in Fremont, CA and reports to the Head of Service and Field Operations. TOOLS PROVIDED.
Responsibilities:
Main point of contact for key large accounts (public and private fleet operators) to manage service and parts issues
Acts as an SME on service issues
Works w/internal departments (engineering, QA, manufacturing) on improving service documentation and readiness
Work with engineering to determine diagnostic procedures for errors
Work with Engineering to develop/refine troubleshooting codes
Train service personnel for GenZe partners as needed
Develop and implement s/w flash tool and configuration control
Develop training PP package for 2.0 & Ebikes
Create repository of electrical schematics, service parts drawings and battery BMS information
Draft, publish, and update service manuals for internal and external use
SME on Telematics portal, works to improve from a service readiness standpoint
Communicate w/parts and field service team to manage key accounts (Scoot, etc.)
Requirements
Strong Customer Service skills, in person and via telephone
Minimum 3 years’ experience in aftersales/technical departments (automotive/motorcycle industry preferred
Experience working on 2-wheelers strongly preferred
Good knowledge of advanced automotive electronic controls/displays/telematics/CAN bus
Excellent problem solving and troubleshooting skills
Excellent verbal communication skills a must
Readiness to travel locally – approximately 30%
Strong understanding of customer support methods
Clean DMV and possess, or willing to obtain, M1/M2 endorsement
All candidates are subject to a full background check, including drug test.
Local candidates receive priority preference - relocation not provided.
Operates in the service center’s workshop and in the field, is responsible for responding to customer issues for all GenZe products (eBikes and eScooters); Acts as technical service liaison, developing procedures and technical documentation; supports public and private fleet operators, facilitates development of repair manuals; reports field issues to internal departments (Engineering, QA, etc.)
This position is based in Fremont, CA and reports to the Head of Service and Field Operations. TOOLS PROVIDED.
Responsibilities:
Main point of contact for key large accounts (public and private fleet operators) to manage service and parts issues
Acts as an SME on service issues
Works w/internal departments (engineering, QA, manufacturing) on improving service documentation and readiness
Work with engineering to determine diagnostic procedures for errors
Work with Engineering to develop/refine troubleshooting codes
Train service personnel for GenZe partners as needed
Develop and implement s/w flash tool and configuration control
Develop training PP package for 2.0 & Ebikes
Create repository of electrical schematics, service parts drawings and battery BMS information
Draft, publish, and update service manuals for internal and external use
SME on Telematics portal, works to improve from a service readiness standpoint
Communicate w/parts and field service team to manage key accounts (Scoot, etc.)
Requirements
Strong Customer Service skills, in person and via telephone
Minimum 3 years’ experience in aftersales/technical departments (automotive/motorcycle industry preferred
Experience working on 2-wheelers strongly preferred
Good knowledge of advanced automotive electronic controls/displays/telematics/CAN bus
Excellent problem solving and troubleshooting skills
Excellent verbal communication skills a must
Readiness to travel locally – approximately 30%
Strong understanding of customer support methods
Clean DMV and possess, or willing to obtain, M1/M2 endorsement
All candidates are subject to a full background check, including drug test.
Local candidates receive priority preference - relocation not provided.