Introduction
We are looking for an analytical and solution-oriented Technical Specialist to join our Customer Service & Technical Support department.In this role, you will provide technical service and support to Shimano customers and assist local service teams. You’ll collaborate closely with our colleagues from the Quality Department at Shimano’s Japanese headquarters to resolve issues and share insights.
You enjoy traveling to meet customers, solving problems on-site, and gathering product feedback. You’ll report on product performance and share these insights with our development teams to help shape future products. Strong communication skills and a service-oriented mindset are essential.
Additionally, you will develop technical education materials for new products and technologies and deliver training sessions to local service teams. You’ll also contribute to general training programs, such as Shimano T.E.C., by providing technical input to the Learning Department.
A continuous improvement mindset is key in this role, as you’ll be actively involved in enhancing customer service and related processes. You will also lead and manage service-related projects across cross-functional teams, ensuring timely delivery and alignment with business goals. Furthermore, you will be responsible for liability claim handling in collaboration with Shimano Europe’s Legal Department.
The Challenge
- Providing technical support to Shimano customers, sales offices, distributors, sponsored teams, and internal colleagues.
- Gathering service- and quality-related market insights and reporting them to the factory quality department and Shimano Europe’s product team.
- Defining service policies and guidelines, and ensuring their implementation and compliance across Shimano Europe.
- Analyzing service and warranty data and reporting findings to relevant stakeholders.
- Developing technical education materials and delivering training to local service teams.
- Contributing technical input to the Learning Department for broader training initiatives.
- Reviewing and testing first mass production samples to ensure quality and performance.
- Organizing and executing market corrective actions when necessary.
- Traveling to meet customers, solving problems on-site, and collecting product feedback.
- Continuously identifying opportunities to enhance service offerings and improve related processes.
- Liability claim handling together with Shimano Europe’s legal department.
- Coordinate with internal stakeholders to define project scopes, timelines, and deliverables.
- Promote a structured and organized approach to service delivery and continuous improvement.
What are we looking for?
- Holds a bachelor’s degree in a relevant field.
- Is fluent in English, both verbally and written.
- Excellent communication and stakeholder management abilities with a service-oriented mindset.
- Strong organizational and planning skills; able to manage multiple priorities effectively.
- Proven experience in project management, preferably within a customer service or operational environment (a plus).
- Familiarity with project management methodologies and tools.
- A proactive mindset with a focus on results and service excellence.
- Possesses a technical background and solid technical insights.
- Is LEAN certified (preferred).
- Has experience or knowledge of the bike industry (a plus).
- Is proficient in Microsoft O365.
WHY JOIN US?
This role offers a dynamic mix of responsibilities, from hands-on technical support to process improvement. You’ll be part of a collaborative team that is customer focused and values continuous improvement.
What do we have to offer?
Shimano and its subsidiaries offer a pleasant, informal working environment with colleagues who work well together, and are proud to work for Shimano. Next to good working conditions, Shimano offers you the opportunity to work in a responsible and challenging position within a dynamic, international and ambitious environment. Together we want to win therefore we have a strong focus on team achievement.
How to get in touch!
If you have any questions regarding this vacancy please get in touch with:
leonne.van.der.looij@shimano-eu.com