Product Support Analyst

A bit about us 

Trek is an awesome place to work, with amazing benefits for all employees. We build only products we love, provide incredible hospitality to our customers, and change the world by getting more people on bikes. When you’re on our team, you’re taken care of, encouraged to learn and grow, and given lots of opportunities to do so. Give us your best, and we’ll give it right back. Sound pretty sweet? Then come join us!
 

Job Description

Product Support Analyst, Road & After Market products - Location Waterloo, WI

Trek has high quality standards, but in case something breaks, we take care of the customer. No matter what! Awesome hospitality is one of Trek's competitive advantages.

Our goal is to get the customers back on their bike within 24 hours. The customer bought a product they love. Product Support makes sure they love our products throughout their whole life cycle. Broken bikes should be repaired, broken parts/frames should be replaced. You facilitate great service and make sure the replacement parts are easy to find, product- and assembly information is available, and customers can easily order and get the parts they need.

Your role in this process starts with analyzing each part of the new bike model and warranty claim data of previous models. You gather service-related market and product info by contacting dealers (call or visit) and you stay in contact with our Customer Care Guides and Service Center Technicians. You set up service parts in our Product Lifecycle Management system, get price quotes from suppliers, write model copy for our B2B & B2C website and assist with creating or procuring information for Service Manuals and FAQ’s. You work closely with the service forecasting/buyer group to ensure that service parts are available for our customers and ready to order. Monitoring parts usage and planning the end of the life cycle is the last step in the service part process. Ultimately your job is to curate the parts assortment that will allow end users and dealers to easily repair our products.

You will work within the Product Support team of 7 people, where every Product Support specialist is responsible for their own category. You will work closely with the Road- & After Market product development teams in Trek’s headquarters in Waterloo, WI. Involvement in the product development process early and often is one of the keys to a successful support plan execution. We work in a global bicycle environment, which means you should be able to understand service needs globally. Besides the consumers and dealers, our global customer care teams are an important customers. At every bike launch you make sure that Customer Care has all the technical information available to support our products. If Customer Care needs help to solve an issue in the field, Product Support is available for help. We answer the question and make sure the root cause is solved.

Furthermore, the service business is becoming more of a data driven business. Data and the availability of service content must be constantly managed and maintained for accuracy and optimal placement throughout the duration of a product’s lifecycle and in accordance with the businesses service content strategy.

Position Requirements

Bachelor level

2- 5 year technical experience in a workshop environment or similar

Fun and flexible attitude with strong desire to exceed goals and expectations

Technical knowledge of bicycles and Trek products

Proactive problem-solving approach with changing priorities in a fast-paced environment

Proven critical thinking and collaborative skills

Ability to effectively communicate and interact with management and suppliers

Strong communication skills, both written and verbal

Language: English. Extra languages are an asset

Road bike knowledge is considered a plus

Extensive knowledge of Excel. Knowledge of Oracle JD Edwards (ERP system), 3D Experience Enovia (Product Lifecycle Management), BI-reporting / excel cubes and web-based analysis tools a plus

Skills and competences

Willingness to learn

Team player

Analytical thinking

Written and verbal communication skills

Bike tech knowledge

Positive mind set

Problem solver

Flexibility, able to prioritize in a changing, demanding environment

Location

Trek HQ. Waterloo, WI.

Full-time, 40hrs per week

Trek Benefits:

•    Flexible and fun company culture
•    Competitive health care
•    PPO & HDHP medical plan options, Dental insurance, Vision insurance
•    Flexible Spending Accounts (FSA)
•    Free life insurance & optional term life insurance
•    Competitive vacation package
•    401(k) with match and Employee Stock Ownership Plans (ESOP)
•    12 weeks of maternity leave with 100% pay
•    Flexible holiday schedule – 10 company holidays
•    Tuition Reimbursement up to $15,000! (Undergraduate & Masters programs)
•    Employee discounts on all product
•    Deep partner retail discounts

We are an Equal Employment Opportunity (“EEO”) Employer. Trek strictly prohibits discrimination on the basis of race, color, creed, religion, gender, gender identity, pregnancy, marital status, partnership status, sexual orientation, age, national origin, veteran or military status, disability, medical condition, genetic information, or any other characteristic prohibited by federal, state and/or local laws.  This policy applies to all aspects of employment, including hiring, promotion, demotion, compensation, training, working conditions, transfer, job assignments, benefits, layoff, and termination.

We are an E-Verify employer.

For more information, please click on the following links:
E-Verify Participation Poster: English / Spanish
E-Verify Right to Work Poster: English | Spanish