Product Support Specialist

Product Support Specialist

m a g n u m - ELECTRIC BIKES

About Magnum Bikes:

Established in 2010, Magnum Bikes stands at the forefront of the global ebike movement. From humble beginnings, we have emerged as a rising star in our category, celebrated for our innovation, design excellence, and unwavering commitment to quality. Our mission is to lead the international ebike market with breathtaking, premium electric bikes that redefine transportation. At Magnum Bikes, we are reshaping the future of sustainable mobility, dedicated not only to the planet but also to enhancing the lives of individuals. We are driving technological innovation to bring sustainable joy and convenience to all through the Magnum ebike experience.

If you're eager to harness the THRILL of Magnum ebikes and dive into a role brimming with excitement, spontaneous company bike rides, and abundant opportunities for personal and professional growth, we invite you to read on.

Job Summary:
The Product Support Specialist position works to support new product developments and existing product enhancements. You will report to the Director of Product and work in conjunction with the development in performance analysis, quality assurance and continuous improvement and enhancement of products.

Duties and Responsibilities:

R&D:

• Collaborate with stakeholders to actively contribute to the ideation and development of new models and continuous improvements to existing products
• Conduct testing of potential new product samples and components, meticulously documenting findings to provide nuanced feedback to the Product team
• Review defects, offering insightful feedback and innovative solutions to stakeholders for ongoing product refinement
• Execute the assembly of factory sample bikes, ensuring strict adherence to provided Bill of Materials (BOM) lists
• Conduct and meticulously report on product testing for new bikes and components, including comprehensive quality assurance spot checks on existing inventory
• QA spot checking current bikes and parts, communicate QA feedback and find solutions with factories 

Product:

• Cultivate and maintain an extensive understanding of our products and the intricate components constituting our bikes, positioning yourself as the go-to expert for various departments
• Provide Tier 2 Support for the Customer Success Department as outlined in the Tier 2 Support SOP - show availability as a point of contact for fellow employees as well as end consumers and dealers for higher level technical support. 
• Be available to assist in pulling parts from bikes in order to maintain customer satisfaction if necessary
• Assist in video trainings or webinars to expand knowledge of fellow employees, R&R staff,  and dealer network. 
• Assist in creating training materials and reference materials for fellow employees 
• Ensure bikes at HQ are consistently maintained in a rideable and safe condition, promptly addressing any issues
• Ensure that bikes that can not be brought to ride-able and safe condition are sent to defective inventory at the warehouse.
• Track the inbound and outbound flow of bikes at HQ making sure the inventory and serial numbers match what is on hand.
• Build bikes that are delivered to HQ for various reasons, (Marketing requests, employee bikes, factory samples, event bikes)
• Provide "on-call" mechanical support for bikes at HQ, showcasing a depth of technical expertise
• Determine where small part deliveries to HQ are to be delivered, (air shipments from factories, defective returns from customers)
• Leverage an in-depth understanding of bikes to provide crucial support for events, encompassing setup assistance, bike assembly, repairs, and delivering impeccable customer service.

Warehouse Liaison:

• Ensure that the warehouse needs are given to the factory so they can label and package our products in line with the warehouses requirements from initial feedback communication until completion
• Assist warehouse on receiving and inspecting return bikes, set up process to work with other depts for a smooth return flow
• Identify parts and accessories that have potential to be included in our products or sold as accessories
• Be familiar with all parts that are to be included in each SKU in Unleashed in order to assist warehouse in identifying shipments from suppliers
• Act as a liaison between product team and warehouse, assisting warehouse team in working through receiving discrepancies from suppliers, (Identifying product, PO discrepancies, items shipped without certain hardware)

Please note that the duties listed above may not encompass all aspects of this role, and you may be required to undertake other tasks and responsibilities as assigned by the company. Your flexibility and willingness to contribute to various aspects of our operations are valued and essential to the success of our team and organization.

Working Conditions:.

• Operate effectively in various conditions, including standing for extended periods and engaging in the lifting/moving of e-bikes as required (exceeding 80 lbs).
• Demonstrate unwavering commitment to maintaining a clean, safe, and organized working environment.

Qualifications:

• 5+ years of experience in Product Support, or a related field.
• Familiarity with the e-bike industry, products, and services.
• In-depth understanding of e-bike & bike products and technical aspects.
• Excellent written and verbal communication skills.
• Proven interpersonal skills.
• Analytical mindset with the ability to develop and implement effective solutions.
• Ability to adapt to changes in technology and processes.

Culture:

As a company, cultivating a culture of diversity, equity, and inclusion is top on our list. Together, Magnum team members form a powerful and cohesive group of talented individuals overseeing design, manufacturing, importing, inventory management, sales, service and marketing of our products to realize our mission. We care deeply about the professional growth and fulfillment of each and every one of our employees and allowing them to reach their full potentials in our forward-thinking company culture. Our employees enjoy and take pride in a fast-paced, collaborative, creative, and positive work culture.

Why you will love working at Magnum Bikes:

• We are leaders – Leadership is not limited to our management team. It’s something everyone at Magnum embraces and embodies.
• We are operators – We believe the only way to predict the future is to build it. Creating solutions to lead our company and our industry is what we do on every project, every day.
• We are learners – Everyone here is continually learning on the job, no matter if we’ve been in a role for one year or one minute. We are committed to learning and implementing what is best for our retail customers, suppliers, distributors, as well as the Magnum team.
• We are one team – The magic of Magnum Bikes is our people, together making our inspiring goals attainable and driving us to greater heights.

Benefits:

• Health Insurance
• Vision Insurance
• Dental Insurance
• Life Insurance
• Paid Time Off
• Leave Without Pay
• Paid Holidays: New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Black Friday, Christmas Eve, Christmas Day
• Team Building Excursions (like spontaneous company bike rides!)
• Continuing Education Reimbursements
• FREE Employee Magnum Bike Checkout (2 at a time) 

Benefit Conditions:

• Waiting period may apply
• Only full-time employees eligible

Equal Employment Opportunity (EEO) Compliance Statement:

Magnum Bikes is an equal opportunity employer. We are committed to providing an inclusive and diverse workplace where all employees and applicants are treated with respect and consideration. We do not discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status, or any other characteristic protected by law.

We strive to create an environment that promotes equal employment opportunities and prohibits unlawful discrimination or harassment of any kind. All employment decisions at Magnum Bikes, including recruitment, hiring, promotion, and all other terms and conditions of employment, are based solely on individual qualifications, job requirements, and business needs.

We encourage applications from candidates of all backgrounds and experiences to join our team and contribute to our diverse and inclusive workplace. We are committed to providing reasonable accommodations for qualified individuals with disabilities in our application process and during employment, as required by applicable laws.

If you require accommodation or assistance to complete the application process or participate in an interview, please contact hr@magnumbikes.com. We will work with you to ensure your needs are met.

By joining our team, you are aligning yourself with an organization that values and promotes diversity, equality, and inclusion. Your unique perspectives and experiences are essential in helping us achieve our mission and create a welcoming and supportive work environment for all.