Technical Service / Warranty Representative - Royal Enfield

Technical Service/ Warranty Representative

Permanent Opportunity

Based in Dallas and you can also based in Milwaukee

The role:

As the Technical Service / Warranty Representative is responsible for providing technical assistance and authorising warranty repairs to our authorised dealer network. Reporting to the Technical Service / Warranty Manager, you will be responsible for technical service support to internal and external stakeholders including fielding and resolving technical service issues with dealer technicians, providing technical troubleshooting support and identifying solutions to resolve technical field concerns. In addition, you will be responsible for warranty service authorizations and assisting in the maintenance and updating of technical and warranty dealer support materials, product manuals and other technical service tools. Working closely with our Quality and Global technical service teams including sending and monitoring technical reports to support our dealer network. At times, this position will require technical services and maintenance be performed on company owned vehicles.

Roles and Responsibilities:

Your key responsibilities will include, but are not limited to:

• Respond to technical service inquiries from dealers in a timely fashion
• Efficiently analyse issues and provide logical solutions
• Log and analyse technical service inquiries and identify trends leading to early identification of emerging issues
• Provide support for the creation of training materials including webinar, presentation and video creation. Test and trouble-shoot returned items.
• Update contents of the Technical Support tools within the dealer portal.
• Proof and provide feedback on product manuals for new and existing products.
• Develop product knowledge to serve as a technical resource to the domestic sales teams.
• Provide input on technical service tools that could be beneficial to dealers and employees. Represent the company at trade shows and or industry functions as assigned.
• Gather information and prepare documentation regarding product concerns and troubleshoot with the Dealer Technician to resolve concerns with the product in the field. Instruct new dealer technicians how to navigate Royal Enfields warranty systems and submit claims electronically.

Qualifications and Experience:

• Excellent customer service skills and experience required
• Ability to communicate professionally via phone and email to other departments, dealers and end users
• Proficient in Microsoft Office Suite Excel, Word and Outlook
• Previous warranty claims processing experience within the dealer network and or an OE preferred.
• Ability to successfully work in a fast-paced, multi-tasking, small team environment
• 2-4 years proven experience in a technical service (OE or Dealer network), and or technical / warranty support role.
• Strong analytical, critical thinking and problem solving skills
• Ability to quickly understand complex or technical concepts
• High-energy self-starter as well as collaborative team player
• Ability to work independently and make decisions in the best interest of the customer and the company
• Strong foundation of basic mechanical and electrical fundamental theory
• Solid knowledge of engine maintenance and troubleshooting to include: air cooled, liquid cooled units, gas fuel systems

About us:

The oldest motorcycle brand in continuous production, Royal Enfield has created beautifully crafted motorcycles since 1901. From its British roots, a manufacturing plant was established in Madras in 1955, a foothold from which Royal Enfield spearheaded the growth of India’s middleweight motorcycle segment. Royal Enfields are engaging, uncomplicated, accessible and fun to ride; a medium for exploration and self-expression. It’s an approach the brand calls Pure Motorcycling

Royal Enfield’s premium motorcycle line-up caters to varied aspirations and motivations. From stylish retro and neo-retro roadsters like the Hunter 350, the Interceptor 650 and the Shotgun 650, to quintessentially thoroughbred cruisers like the Meteor 350, and the Super Meteor 650; and from adrenaline pumping machines like the all-new Himalayan 450 adventure tourer, the Scram 411 ADV crossover and the Continental GT 650 cafe racer, to the timeless and iconic classics, like the Bullet and the Classic 350; Royal Enfield has an enviable portfolio of motorcycles.

Riders and a passionate community are fostered with a rich profusion of events at a local, regional and international level. Most notable are Motoverse (previously Rider Mania), an annual gathering of thousands of Royal Enfield enthusiasts in Goa, and series of epic rides ranging from peaceful and picturesque to the treacherous and challenging that test the mettle of the rider and the machine, and at the same time deepen the bond between them.

A division of Eicher Motors Limited, Royal Enfield operates through more than 2000 stores across all major cities and towns in India and through nearly 1080 stores in more than 65 countries around the globe. Royal Enfield has two world-class Technology Centres, in Bruntingthorpe, UK, and in Chennai, India. The company’s worldclass, state-of-the-art production facilities are located at Oragadam and Vallam Vadagal near Chennai, along with its legacy facility at Thiruvottiyur, which was Royal Enfield’s first modern manufacturing facility in India, set-up in 1955. Royal Enfield also has modern CKD Assembly facilities across 5 global locations - Nepal, Brazil, Thailand, Argentina and Colombia.

Eicher Motors Limited (EML) (Bloomberg: EIM IN Reuters: EICH.NS) is the listed parent of Royal Enfield, global leader in the middleweight motorcycles segment (250cc - 750cc). For FY ’24, Eicher Motors Ltd recorded a total income of INR 16,536 crores which is approximately USD 2.01 billion.

Read more about us: www.royalenfield.com

Catch-up on all the latest openings: https://royalenfield.com/aboutus/careers/