Technical Support Manager

SRAM • Chicago, IL

1d • Onsite

About The Position

SRAM is seeking an experienced Technical Support Manager to lead and develop our Technical Support operations in Brazil. This role is responsible for managing a high-performing team, driving operational excellence, overseeing warranty and service processes, and strengthening relationships with customers, retailers, distributors, and business partners. The successful candidate will play a key role in ensuring exceptional technical support and service quality across SRAM's product portfolio.

Requirements

• Minimum of 5 years of experience in the cycling industry, including hands-on mechanical expertise
• Proven people management skills, including coaching, training, motivating, and developing teams, with strong leadership, interpersonal, and conflict-resolution skills.
• Results-oriented and adaptable professional with strong organizational and analytical skills, capable of thriving in fast-paced environments and delivering high-quality results.
• Strong customer-facing experience with demonstrated relationship management skills.
• Fluency in Portuguese and English is required
• Ability to travel domestically and internationally up to 20%.

Nice To Haves

• A bachelor's degree is preferred.
• Spanish is a plus.
• Proficiency in SAP and Microsoft Office applications is a plus.

Responsibilities

• Lead, coach, and develop the local Technical Support team, including recruitment, onboarding, training, performance management, and employee development.
• Drive operational excellence and continuous improvement across service delivery, maintenance, warranty processes, and technical support operations.
• Build and maintain strong relationships with customers, retailers, distributors, and business partners, ensuring an outstanding customer experience.
• Evaluate and authorize warranty claims, oversee the repair, and rebuild of SRAM products to factory specifications in accordance with QMS and CQF procedures, and manage technical inquiries and product issues in collaboration with Global Quality and Legal teams.
• Ensure accurate documentation and reporting of product failure data in SAP, providing regular warranty performance feedback to Global Quality and senior management.
• Monitor and report operational performance through KPIs, service metrics, and data analysis.
• Oversee local service center operations, including inventory and warehouse management, tools and equipment, facilities, IT assets, and health & safety compliance.
• Develop and maintain technical documentation, service procedures, work instructions, and knowledge resources to support dealers and internal teams.

Benefits

• Flat organizational structures.
• A dynamic, collaborative, and international work environment within a rapidly growing industry.
• Flexible working arrangements.
• Internal and external learning and development opportunities.
• Employee discounts and company-sponsored events.
• The opportunity to contribute to innovative and sustainable products that shape the future of cycling.

What This Job Offers

• Job Type: Full-time
• Career Level: Manager
• Education Level: Associate degree