Brand Support Technical Representative (French Speaking) -Bosch Support

Accountabilities:

Technical Customer Support: Handle incoming technical support and customer service inquiries from retailers, end users, and original equipment (OE) partners through phone calls, emails, and web-based communication channels, providing professional assistance in French and English as required.
Warranty Management and Diagnosis: Investigate, diagnose, and resolve warranty claims and product-related issues for assigned brands, ensuring accurate assessments and effective solutions for retailers, customers, and business partners.
Customer Issue Resolution: Address technical and service-related concerns promptly, professionally, and positively, maintaining a high-quality customer experience throughout the resolution process.
Product Technical Assistance: Provide specialized guidance on bicycle components, electric bicycle systems, product functionality, and troubleshooting procedures, with particular attention to assigned product lines.
Product Maintenance and Operations: Perform software updates, product assembly and disassembly, shipping coordination, and fulfillment activities when required to support technical service operations.
Documentation and Reporting: Maintain accurate records of customer interactions, warranty claims, and technical issues using CRM and ticketing systems. Identify recurring issues and share relevant feedback with internal teams.
Product Feedback and Continuous Improvement: Document and communicate feedback regarding product performance, technical documentation, websites, and customer support processes to help improve overall service quality.
Training and Product Knowledge: Participate in brand-specific training sessions, product launches, and ongoing learning activities to maintain up-to-date technical knowledge and expertise.
Product Recall Support: Assist with brand-specific product recall activities and related customer communications when necessary.
Cross-Functional Collaboration: Work closely with colleagues, brand teams, and distribution partners to coordinate technical solutions, share knowledge, and ensure consistent customer support.
Additional Responsibilities: Support other brand-related operational and customer service activities as assigned by the Brand Support Supervisor.
Requirements:
Professional Experience: At least two years of experience in specialty retail, with one or more years of experience in the bicycle industry preferred, particularly in customer service, sales, technical support, or operations.
Language Proficiency: Professional-level fluency in French is required, including strong written and verbal communication skills.
Bicycle Industry Knowledge: Good understanding of modern bicycle technologies, industry developments, and product trends. Familiarity with electric bicycles (eBikes) and specialized bicycle brands is highly desirable.
Technical Aptitude: Ability to understand product specifications, troubleshoot technical issues, diagnose warranty claims, and provide clear guidance to customers and retail partners.
Customer Service Skills: Strong customer-focused mindset, with the ability to listen carefully, understand customer needs, manage expectations, and deliver effective solutions.
Communication Abilities: Excellent interpersonal, written, and verbal communication skills, with the ability to explain technical information clearly and professionally.
Organizational Skills: Strong attention to detail, multitasking abilities, and effective time management, with the capacity to manage multiple customer requests and retain technical product information.
Technical and Digital Skills: Demonstrated computer proficiency and the ability to work comfortably with CRM platforms, ticketing systems, digital communication tools, and technical documentation.
Teamwork and Collaboration: A proactive team player who is willing to support colleagues, share knowledge, and adapt to changing operational priorities.
Autonomy and Initiative: Ability to work independently, demonstrate sound judgment, take ownership of customer issues, and ask questions when additional guidance is needed.
Motivation and Adaptability: Strong personal drive, enthusiasm for cycling, and a genuine commitment to delivering outstanding customer experiences.
Work Schedule Flexibility: Willingness to occasionally work evenings or weekends depending on operational requirements.
Work Authorization: Candidates must be legally authorized to work in the United States without employer-sponsored visa support. Relocation assistance is not available.
Physical and Work Requirements: Ability to perform extended periods of work using a computer and telephone, as well as carry out hands-on product-related activities when necessary.
Additional Conditions: All candidates are subject to a pre-employment criminal background check.
Benefits:
Competitive compensation: Hourly pay ranging from $20.99 to $29.37, depending on relevant skills, experience, qualifications, tenure, and other applicable factors.
Flexible work arrangements: Remote work opportunities may be available to qualified candidates residing in Pennsylvania, Colorado, Nevada, and other areas of Minnesota, depending on business requirements.
On-site collaboration: Candidates based in the Twin Cities metropolitan area may work on-site at the Bloomington, Minnesota office as needed.
Professional development: Access to brand-specific training, technical education, and new product learning opportunities.
Industry exposure: Opportunity to develop specialized knowledge of bicycle technology, electric mobility, warranty operations, and technical customer support.
Collaborative environment: Work alongside experienced professionals, retailers, and brand partners within a customer-oriented team.
Inclusive workplace: Join an organization committed to equal employment opportunities, diversity, and creating an environment where employees can contribute authentically.
Purpose-driven culture: Opportunity to contribute to a certified B Corporation committed to responsible business practices and positive social and environmental impact.