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Technical Service Specialist

Il y a 2 mois

Paris, Île-de-France LiveWire Temps plein

Job Summary

The EMEA Service and Maintenance Lead will oversee all Service and Maintenance aspects of the LiveWire brand in the region. This includes defining, improving, and overseeing Service and Maintenance processes in collaboration with the US, defining technical onboarding processes for new dealers, and taking care of the newly created network when it comes to onboarding and supporting.

Key Responsibilities

  • Manage and execute recall processes
  • Support EV dealers in diagnosing and resolving EV technical concerns
  • Create and follow up on Warranty policies & inquiries
  • Use TTR (time to resolution) and other standard best practice tools to find resolutions to significant/elevated product issues with dealers that will resolve customer complaints
  • Find acceptable times/methods of response to technical assistance for dealers and customers
  • Provide Customer and Dealer product information through the organization to effect resolution and customer satisfaction
  • Provide clear and accurate documented information that supports consumer affairs incidents
  • Perform pre- and post-litigation motorcycle inspections, work with customers and dealers to help resolve customer concerns with repeat warranty claims and/or excessive days out of service before a lawsuit is filed
  • Identify whether aftermarket parts may be contributing to the conditions giving rise to the potential legal claim or lawsuit
  • Supports targeted dealer training and dealer skill set improvement
  • Shares knowledge and expertise by offering options and guidance to dealer staff for improvements in their operations and development
  • Review warranty claims and approve for payment as required
  • Keep pace with claims processing technologies, procedures, and policies
  • Continuously improve dealers' competency around warranty with minimal guidance
  • Commitment to gaining or improving the skills necessary to function and thrive in a team environment, supports Technical Service goals, delegates responsibilities and empowers team members to make Technical as well as Goodwill decisions when appropriate
  • Develops and implements standardized processes and tools including benchmarking and motorcycle industry best practices
  • Collaborates with key cross-functional stakeholders (service engineering, engineering, quality, manufacturing, & P&A to provide input, feedback and mutual support
  • Impacts the team's ability to achieve continuous Improvement through mentoring/coaching to drive best practice sharing
  • Opening, Overseeing and closing service tickets in our CRM
  • Key contact point for our Parts and Accessories business (process lead owner for the region)
  • Overseeing Apparel process and fulfillment
  • Being the key contact person between Sales and Operations when it comes to parts inventory and movement from the US to EU and EU to the dealer

Requirements

  • Motorcycle Mechanic Institute Graduate preferred
  • Typically requires a minimum 5 years of related experience in a service function with knowledge of technical services, warranty, consumer affairs
  • Prefer experience equivalent to a master level technician
  • Strong Analytical and problem-solving capabilities
  • Ability to quickly adapt to change
  • Strong communication skills both verbally and written
  • SAP system knowledge
  • Basic understanding of motorcycles, service, repair, and culture
  • Knowledge of Harley-Davidson Warranty Policies are desired