Team Leader Customer Service

KTM SPORTMOTORCYCLE UK LTD is the UK subsidiary of the KTM Group AG, which comprises of KTM, Husqvarna Motorcycles, GASGAS and WP Suspension, as well as being the UK distributor for MV Agusta and CFMOTO Motorcycles.

The successful candidate will be an integral part of KTM SPORTMOTORCYCLE UK LTD’s Customer Service team, responsible for delivering technical, warranty and parts support to the dealer network, along with delivering attended technical training courses. They will be responsibilities managing their workload, ensuring the support to the dealer networks is of the highest standard and in line with company processes and meeting company service level agreements. This is an office-based role, with the occasional requirement to travel nationally and internationally.

Reporting to the Head of Customer Service, the main responsibilities will include:

Dealer Support – First Level:

- Dealer support – deliver technical, warranty, Parts Garments and Accessories support via an online ticket-based system, processing all cases through to conclusion at the highest standards.
- Diagnostic support – support all dealer networks with guided workflows and the operation of equipment to ensure accurate and speedy resolution of cases.
- Diagnostic tool maintenance / repairs / loan spare parts within the dealer networks.
- Warranty claims – processing of all claim types.
- Parts Returns – processing of parts requested for return by R&D and Dealer RMA returns to Spare Parts Center, including relevant customs documentation.
- Product feedback – review dealer product feedback reports and escalation to Headquarters where required, as well as producing subsidiary product feedback reports based on warranty data analysis.
- Technical training – deliver certain attended training courses, in line with planned training calendar and curriculum.
- Dealership relationships – build and maintain a constructive relationship between the KTM Group AG and its dealer networks.
- Attend KTM Group AG international technical training courses and customer service department meetings for subsidiaries when required.

Dealer and End Customer Support - Second Level:

- Support end customer service advisor team with feedback for customer enquiries and process them to conclusion via the use of ticket system, to accurately log and record customer and dealer communications relating to all active cases.
- Cover end customer service advisor responsibilities when required, during periods of leave within team.
Staffing
- Department workload – manage the day-to-day support case workload within the department, ensuring the highest level of support is given and service level agreements are met for all end customer and dealer support cases.
- Be the first point of contact for technical, warranty and parts support co-ordinators, escalating topics to Head of Customer Service where required, as well as feeding information back into the team where required.
- Performance reviews – manage the performance of staff within the office-based Customer Service team.

Technical Training:

- Overall responsibility for ensuring all aspects of the technical training calendar are planned and relevant staff are scheduled to run courses.
- Ensure that courses are run professionally and to the highest standards, in line with the international Group technical training program.
- Dealers are meeting minimum standards for online and attended training.
- Review of outstanding training fulfilment reports with Area Sales Service Managers monthly, ensuring requirements are actioned with dealers.

Personal Development:

- Participating in any personal and professional development opportunities in order to ensure continued professional development within the role including KTM Group attended and online courses.

Reporting :

- Responsible for ensuring product feedback reports are regularly compiled when required, providing high quality feedback allowing investigation by the R&D department.
- Producing regular outstanding training reports, highlight the requirements within the dealer network, so the customer service area management team can follow up open requirements during dealer visits.
- Escalation of high-level cases to the Head of Customer Service, where escalation to headquarters is required to ensure fast and quality resolutions are in line with providing high customer service levels.

Additional:

- Attend weekly customer service meetings.
- Follow company and department procedures.
- You will be required to work additional hours / days (e.g., shows, exhibitions, and other marketing and dealer events).
- Any other duties as reasonably required; this may include overnight stays.

Ideal Candidate

The ideal candidate will have a solid knowledge of the motorcycle industry, with experience working in a technical support role for a motorcycle manufacturer or as senior technician with at least five years leadership experience within a large motorcycle dealership with one or more manufacture franchises. Be able to demonstrate a good record of technical diagnostic skills, technical training, aftersales achievements, team leadership skills, realise opportunities & deliver company goals with a positive attitude to getting the job done.

Essential

- Calm personality.
- Excellent communication skills - verbal and written.
- Well organised in your approach to your work.
- Strong team player and hard working.
- An ability to prioritise, function on multiple projects, work under pressure and adapt to different working conditions.
- Excellent relationship management skills.
- High level of computer literacy including IT skills across Microsoft Office.
- Ability to learn new computer software quickly.
- Ability to learn new skills quickly.
- A full motorcycle and car driving license (with no more than six points).
- Based within a commutable distance of KTM UK subsidiary in Silverstone.

Benefits

In return we offer the following benefits:

- A very competitive salary and bonus scheme.
- Paid overtime for working weekend end customer events and shows.
- Company pension scheme.
- Private healthcare.
- Travel expenses.
- Staff discount scheme – motorcycle and bicycles.