Head of Service & Technical Customer Support

Head of Service & Technical Customer Support (a) ROTAX BIKE TECHNOLOGY is the new powerhouse of the E-Bike industry. With the brands FIT and Pinion under one roof, we are creating an E-Drive ecosystem based on innovation, quality and best in class products. In this way, together with our partners, we are shaping sustainable and flexible mobility for the future. Mission ON.E - together we are stronger. Do you want to help shape this Mission ON.E? Then apply to us as: Head of Service & Technical Customer Support (a) 100% | Customer Service | Huttwil/Denkendorf Your daily work The technical and disciplinary leadership of our technical customer service at RBT lies in your hands You are responsible for 1st & 2nd level support, technical documentation, the training of our OEs and dealers as well as for error diagnosis. This also includes operational management at benchmark level, as well as strategic further development with clear processes, unambiguous responsibilities and state-of-the-art tools (ticket and training systems, knowledge database, AI tools) Thanks to your experience in escalation and decision management, you also handle complex warranty cases competently and, in close coordination with 3rd level support, find the right solution for our customers You will actively participate in the expansion and maintenance of the knowledge database for eBike diagnoses, error patterns and symptom recording Systematic analyses of error patterns on our eBike drive systems (eSystems) are just as much a part of your daily routine as close cooperation with Quality and R&D - always with the common goal of continuously optimizing our products You analyze the specialist retail market regarding product know-how of our eBike drive systems, identify knowledge gaps and recognize potentials for the development of targeted training content in the areas of error diagnosis and repair This is important to us You bring several years of professional and leadership experience in the field of technical support / service for complex consumer products, ideally from the eBike, automotive or electronics industry You have a deep understanding of eSystem architectures (motors, batteries, sensors and connectivity) and bring experience in dealing with diagnostic software as well as Over-the-Air (OTA) and app-based updates The use of modern ticket systems (e.g. ServiceNow or Freshdesk) and remote support tools is a matter of course for you. You also communicate fluently in German and English Knowledge in the areas of battery regulation, warranty law and product liability in an international environment is an advantage With your confident leadership skills complemented by an empathetic communication style, you motivate your team to achieve peak performance Your profile is rounded off by a pronounced passion for data-driven error analysis as well as a hands-on mentality with a clear focus on continuous process optimization We offer you Long-term perspectives in a dynamically growing company in a future-oriented industry Exciting and challenging tasks with opportunities for design and personal responsibility Appreciative corporate culture with a collegial working environment and lots of bike enthusiasm Freedom for creative work and team activities Individual working time models Your advantages Home office possibility Free parking Preferential conditions on E-Bike components Free coffee, drinks and fruit Attractive social benefits Support for initial and further training Diverse discounts on sports brands Charging of your E-car at a preferential price Welcome to the Mission ON.E team We look forward to your enthusiasm for the position as well as your application via e-mail to: Write e-mail (<>). Apply now Information will be gladly provided by: HR Manager Mail: Write e-mail (<>) Telephone: Facebook Instagram Linkedin Forward jpidf55749cjm jit0626jm jiy26jm