Technical Customer Support Specialist

Reports to: Service ManagerLocation: Austin, TexasRevolutionizing the RideBonnell Electric is at the forefront of high-performance electric mountain bike and e-moto development. We aren't just building bikes; we're transforming two-wheeled mobility with smarter, more efficient, and more thrilling solutions. From engineering excellence to cutting-edge design, we are creating a new breed of off-road experiences. As our North American footprint expands, we are looking for a Technical Customer Support Specialist to champion rider satisfaction and dealer success. You will be the heartbeat of our service operations, ensuring every Bonnell rider stays on the trail and out of the garage.The MissionAs our frontline advocate, you will coordinate technical service, bridging the gap between riders,dealers, and our global engineering and logistics teams.As our frontline advocate, you will ensure riders and dealers get fast, knowledgeable, and friendlytechnical support. You'll bridge riders, dealers, and engineering to keep our bikes rolling and ourcommunity thrilled.Own the Request: Manage incoming helpdesk inquiries, translating customer needs into actionableservice orders and technical solutions. Stay current on product features and technicalinformation/training.• Respond promptly to customer and dealer inquiries via phone, email, and chat.• Dealer & Supplier Liaison: Act as the critical interface between Bonnell and our technicalteam, as well as our suppliers/dealers, to expedite warranty repairs and parts fulfillment.• Technical Guidance: Prepare accurate cost estimates for repairs and direct riders to ourexpert dealer network for local support.• Operational Excellence: Support the Service Manager in hitting key performance targets whilemaintaining a "customer-first" mentality.• Continuous Improvement: Identify recurring technical issues and proactively suggestimprovements (e.g., expanding our FAQ, developing "How-To" videos, or flagging componenttrends.• Data-Driven Support: Contribute to root-cause reports to help our design team build evenbetter bikes.What You Bring to the Trail• Experience: Proven track record in customer service or complaint management (preferably inthe powersports, cycling, or EV industry).• Technical Aptitude: You don't need to be a master mechanic, but you should speak thelanguage of e-bikes and e-moto. Experience with MS Office is a must. Experience and awillingness to learn Odoo (ERP) and AI tools is a major plus.• Communication Style: You are a confident communicator and empathetic problem solver viaphone, text, and email, with a knack for de-escalating tense situations and resolving conflicts.• Passion: Biking isn't just a hobby for you; it's a lifestyle. You understand the urgency of a riderwho just wants to get back in the dirt.• Growth Mindset: You don't just spot problems; you bring solutions to the table.• Attention to Detail: You will demonstrate exceptional attention to detail, ensuring accuracyand consistency in all deliverables, from data entry to client-facing mail.Life at BonnellWe combine high energy with radical transparency. We promote an open feedback culture, and mostimportantly, we actually ride the products we build. Expect a career that offers more than a desk,including:• Competitive benefits package*: Competitive Healthcare, Dental, Vision, 401k match, paidcompany holidays• Crew Rides to test our latest tech. or participate in test rides and hands-on product experiences.• A collaborative global team environment that values innovation.• The opportunity to shape the future of electric off-road mobility.*for eligible employeesReady to Ride?If you're ready to help us lead the electric revolution, apply today with your resume and a brief note onwhy you're the right fit for the Bonnell team.