Brand Support Technical Representative - Bosch Support

Wheels Manufacturing LLC • Bloomington, MN

1d • $21 - $29

About The Position

The Brand Support team provides frontline support for QBP’s proprietary brands and exclusive distribution partners, serving retailers, end users, and brand partners through phone, email, web-based interactions, warranty support, and internal collaboration. The team supports specialty brands including Salsa, Surly, Teravail, Bosch, and TQ, with a focus on brand-specific product knowledge, sound operations, and customer-first service.

The Brand Support Technical Representative performs warranty and customer-support duties for one or more QBP in-house brands, key-service partners, and/or exclusive distribution brands. Working independently and with the broader team, the representative answers brand-specific questions, solves product problems, diagnoses warranty and technical-service claims, and handles other tasks according to brand and business needs. The position focuses on technical product and process details to improve customer experience and issue resolution. The role reports to a Brand Support Supervisor.

Requirements

• Excellent interpersonal and oral communication skills, with the ability to listen and communicate pleasantly in writing and verbally.
• Strong organization, multitasking, and knowledge-retention skills.
• Ability to work autonomously and ask questions when needed.
• Team-oriented approach and willingness to step in for colleagues on short notice.
• Demonstrated computer skills.
• Ability to perform extensive work on a phone and computer.

Nice To Haves

• Two or more years of specialty retail experience.
• One or more years of bicycle-industry experience in customer service, operations, technical support, or sales.
• Fluency in modern bicycle technology and trends, especially QBP proprietary brands and/or eBikes.

Responsibilities

• Handle inbound technical support and customer-service interactions from retailers, end users, and original equipment (OE) partners by phone, email, and web-based channels.
• Diagnose and resolve warranty claims involving brand-specific products for retailers, end users, and OE partners.
• Resolve customer-service and technical-support issues in a timely, effective, and positive manner.
• Perform software updates, product assembly and disassembly, and shipping or fulfillment tasks as required.
• Document, maintain, and proactively share feedback about brand-specific products, websites, and related technical documentation.
• Accurately and consistently record interaction and warranty data in QBP CRM and ticketing software to understand customer needs.
• Attend brand-specific trainings, participate in new product releases, and maintain product education and technical expertise.
• Assist with brand-specific recall events as needed.
• Complete other tasks and responsibilities as assigned.

What This Job Offers

• Job Type: Full-time
• Education Level: No Education Listed