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Sales

Technical Support Manager

Italy

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Overview

Manage the SRAM technical support in the region. Manage the STS team and help to provide a supporting service to the Italian market, improving our technical communications to mechanical staff at retailer level, improve our internal visibility as to the technical issues a retailer may be experiencing.

Responsibilities

  • Lead and develop a motivated, high-performing team aligned with corporate and product strategies.
  • Ensure optimal service delivery to dealers and customers through effective team management.
  • Conduct annual performance reviews, provide ongoing feedback, and monitor individual and team performance.
  • Oversee onboarding, continuous training, and employee development initiatives.
  • Manage recruitment processes, including interviews, selection, and administrative onboarding in coordination with the location manager.
  • Coordinate task distribution, create work and holiday schedules, and support team motivation.
  • Evaluate and authorize legitimate manufacturing defects in accordance with warranty policies.
  • Provide expert guidance on warranty handling and ensure compliance with QMS and CQF procedures.
  • Provide regular feedback on warranty trends to the STS Director and Quality Management.
  • Demonstrate in-depth knowledge of all SRAM products, including historical and current issues.
  • Identify and escalate new product issues to Quality management for resolution.
  • Oversee, initiate, and complete repair and rebuild processes according to factory specifications.
  • Assist in the workshop during peak periods and maintain test bikes.
  • Build and maintain strong customer relationships and ensure high standards of customer care.
  • Attend industry events to provide technical support and represent SRAM brands.
  • Participate in product-related meetings and conference calls, gather team input, and share relevant updates.
  • Support the location manager in daily operations, including IT, installations, and phone systems.
  • Manage local inventory and warehouse operations at the STS Italy location; advise on European stock control in Schweinfurt.
  • Maintain internal research tools (e.g., handbooks, product pages) to support team efficiency.
  • Ensure compliance with health and safety regulations, including first aid, SDS, and electrical safety.
  • Oversee general maintenance of the facility in collaboration with the location manager.
  • Liaise with the training coordinator to assess and fulfill training needs.
  • Collaborate with the legal team to manage and resolve legal claims related to product issues.
  • Perform additional duties as assigned to support the team and organizational goals.

Qualifications

  • Bachelor’s degree technical direction or equal level
  • 5+ years of working experience
  • People management skills
  • Training skills
  • People motivation
  • Solid Planning and organization
  • Teamwork and collaboration
  • Ability to align team operations with corporate strategy
  • Service and customer oriented
  • Result oriented & perseverance

About SRAM

SRAM LLC is one of the world's largest suppliers of components to the bike industry. Established in Chicago in 1987, SRAM continues to promote cycling through its products, its advocacy, and its employees who are dedicated to improving the cycling experience. Today, SRAM employs more than 5,000+ employees, in 20+ locations, across 10+ countries. SRAM is proud to be an equal opportunity employer.

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