Technical Support Representative

Présentation

Join our STS team in Varese and take on one of the most technical and influential roles in our service network. You’ll troubleshoot real-world issues for dealers and partners, restore high-performance components to factory standards, and ensure riders experience the reliability and precision our products are known for. This role places you at the center of technical expertise across the full SRAM product range.

Responsabilités

• Provide professional technical and warranty support for all SRAM brands (SRAM, RockShox, Ochain, Zipp, Time, Hammerhead, Velocio, Truvativ, Quarq).
• Diagnose mechanical and technical issues; resolve them efficiently according to factory specifications.
• Evaluate returned products and determine warranty eligibility.
• Complete repairs within established service windows while maintaining high quality standards.
• Communicate technical findings to the Quality team to support continuous product improvement.
• Maintain clear, solution-focused communication with customers and guide them toward effective outcomes.
• Support retailers by demonstrating high-quality workshop procedures and best practices.
• Perform test rides or component evaluations when required.
• Adapt to changing workloads, seasonality, and evolving STS processes.

Qualifications

• Required:
• Minimum 2 years of experience in the bicycle industry with solid mechanical competency.
• Strong Italian and basic English communication skills.
• Proficiency with Microsoft Office.
• Strong problem-solving mindset, customer-service attitude, and professional communication style.
• Solid organizational skills and ability to manage multiple tasks accurately.
• Team-oriented with a collaborative mentality.
• Preferred:
• Experience with SAP or similar ERP systems.
• What We Offer
• A dynamic role within a global, multicultural organization.
• Supportive team environment that values technical excellence and professional growth.
• Competitive compensation and opportunities for internal development.
• Full-time, on-site position.
• Training on the newest industry products and technologies.