【職務概要】
我們誠摯邀請熱愛自行車、具備專業知識與豐富騎行經驗的您加入！
身為零件與技術團隊的客服專員，您將在售後服務與全球服務網路拓展中扮演關鍵角色，與內外部團隊成員緊密合作，致力縮短 Tern 騎乘者的維修等待時間，並有效解決各項客服問題。
憑藉著您對自行車產業的專業知識、對 Tern 產品的深入了解以及敏銳的判斷力，您將在服務零件庫存和生命週期管理方面發揮重要作用。
【職責】
1. 服務零件管理：依據您的產業知識和產品見解，決定並管理服務零件的選用。監督這些零件的整個生命週期，包括料號的申請、追蹤，並確保符合工程變更。
2. 諮詢支援：作為售後團隊的第一線支援，針對複雜的服務問題提供專業諮詢，協助找出根本原因並制定解決方案。
3. 制定解決方案：針對大規模問題，與售後團隊、產品開發和品質控制部門協調，收集數據、評估問題，並實施有效的長期解決方案。
4. 文件編制與溝通：為經銷商製作詳細的說明書，包括重要產品資訊和全面的說明，確保新產品上市時，備妥所有必要的售後服務資源，包括充足的維修零件、完整的供應商資訊，以及相關的技術支援。
【需求條件】
1. 語言：中文與英文（了解自行車零件與規格之專業術語）
2. 客戶服務與零件管理：具備客戶服務或零件管理經驗，能改善客服作業流程。
3. 提供優質服務：了解如何為終端使用者帶來高品質的服務體驗。
4. 產品管理：擅長管理產品，能滿足甚至超越終端使用者的期待。
5. 資料準確性：能夠確保產品資料的詳細性與精確度。
6. 組織能力：工作有條理，擅長建立與管理清單
7. 專業溝通能力：具有良好的人際溝通技巧，無論是面對面、電子郵件或電話都能有效溝通。
8. 熟悉編輯文件和試算表
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[Job Summary]
We are looking for someone who loves bikes, their technology, and the people who ride them. As a Service Specialist on the Parts & Tech Team, you will be integral to supporting our after-sales operations and enhancing our global service network. Your role will involve collaborating with team members internally and externally to ensure Tern riders experience minimal downtime and efficient resolution of service issues. Your expertise in the bike industry, combined with your understanding of our products and critical thinking skills, will guide key decisions on service parts stocking and lifecycle management.
[Responsibilities]
1. Service Parts Management: Determine and manage the selection of service parts based on your industry knowledge and product insights. Oversee the lifecycle of these parts, including part number applications, tracking, and ensuring compliance with engineering changes.
2. Consultative Support: Act as the first level of escalation for our after sales team, and provide expert consultation for complex service issues, aiding in root cause identification and solution development.
3. Solution Development: For larger-scale problems, coordinate with the after-sales team, product development, and quality control to gather data, assess issues, and implement effective long term solutions.
4. Documentation and Communication: Create detailed publications for distributors, including critical information and comprehensive instructions. Ensure that new products entering the market are fully supported with appropriate service parts and vendor contacts.
[Qualifications]
1. Language: English and Mandarin with domain knowledge of bicycle components and specifications
2. Customer Service and Parts Management: Proven experience in hardware customer service or parts management, optimizing service operations.
3. Premium Service Delivery: Understanding of what is required to deliver a high-quality service experience to end-users.
4. Product Management: Skilled in managing products to meet and exceed end-user expectations.
5. Data Accuracy: Expertise in maintaining detailed and accurate product data with a focus on precision.
6. Organizational Skills: Highly organized with a talent for creating and managing lists.
7. Professional Communication: Strong interpersonal skills with the ability to communicate effectively in person, via email, and by phone.
8. Intermediate document editing and spreadsheet skills
