Employee in Technical Customer Service (m/f/d)

Bikes are our passion – and have been for over 30 years.
STEVENS - As a family-run company with roots in professional cycling, we develop high-quality performance bikes in Hamburg with around 100 employees for people who enjoy being on the move. From innovative e-bikes to racing, gravel, trekking, and children's bikes – we build bikes for real life.

What drives us? Enthusiasm for two-wheeled vehicles, team spirit, and the desire to rethink mobility.

We are looking for an Employee in Technical Customer Service (m/f/d) as soon as possible. JOIN US!

Your role in the team:

With great dedication, you will be the first point of contact for our specialist dealers in technical customer service, provide solution-oriented advice, and ensure efficient and high-quality processing of all inquiries.

Your tasks include:

• Service-oriented customer support for STEVENS specialist dealers and importers regarding complaints and technical inquiries via email and phone in German and English.
• Inspection, assessment, and documentation of breaks and defects on STEVENS bicycle frames and forks as well as bicycle components.
• Technical support and maintenance of STEVENS bikes and customer consultation at trade fairs and events domestically and abroad.
• Inspection and repair of returned bicycles from our STEVENS specialist dealers.
• Processing and documentation of warranty claims.
• Answering end-consumer inquiries.
• Inspection and decision-making on claims arising from warranty and STEVENS warranty.

What you bring with you:

• Successfully completed training as a bicycle mechanic/mechatronics technician (m/f/d), a comparable technical training, or extensive technical expertise in bicycle technology.
• Ideally, initial professional experience in technical customer service and a bicycle workshop.
• You have knowledge of handling high-quality bike components.
• Careful and independent way of working.
• Good German and English skills, both spoken and written.
• Proficient in using MS Office and ERP systems.
• Enthusiasm for the product bicycle.
• In addition, you are responsible, flexible, motivated, and a team player.
• Knowledge in the area of warranty and product liability is an advantage.

What awaits you with us:

• An exciting role in an innovation-driven family business with a clear future strategy.
• Your colleagues will be available to support you with structured onboarding.
• A motivated team and an open working environment with short decision-making paths.
• Attractive remuneration including holiday and Christmas bonus, Corporate Benefits & Job Bike Leasing.
• 6 weeks of vacation plus time off on Christmas Eve and New Year's Eve.

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