Performancebike Bicycle suspension service & maintenance

Out of market research we can conclude a huge variation in consistency of service delivered at retailers as well as within SBC. In the role as Field Service Leader I am responsible for improving the services towards retailers as well as within the retailer network. Following project work is done:Service plus model, recently launched in Germany with 17 service plus partners and growing in 2023 with 20 partners. The model will be rolled out in more countries in 2023.The service plus model contains:- improved labor credits to increase workshop profitability - standardized service menu with clear instructions on what to do at which service interval- spare parts in stock, top 20 most used E bike parts are on stock at each service plus partner- each partner has a dedicated service intake area where a professional service experience is delivered- each partner is following the service intake instructions to deliver the service experience - service & maintenance marketing to increase service traffic at retailers- options to offer prepaid service packages (equivalent to apple care)- options to extend warranty Service Manager:To create improvements in the consistency in service delivery we developed Service Manager, a tool within Turbo Studio (updater tool), to register all services done on our products. -Service instructions can be found inside Service Manager.-Service scheduling with notifications when service is valid through the Mission Control app.-Retailer facing technical information can be found when needed by connecting the e bike -Long term project work: connect service and warranty following the automotive model & introduce certified used bikes with warrantyIntroduced a team of 15 E bike Tech RepresentativeInvestigate the profitability of the workshops within the dealer network and create improvements :- improve workshop margin by using fixed service menus and fixed workshop jobs-consequently invoicing- increase of 30% in workshop revenue

As a field quality manager I played a key role in identifying quality issues and solving them. From solving problems before product launches until the coordination of recalls. Creating reports and analyze numbers to do the right thing, contacting suppliers to solve problems.As the E bike service leader I managed the spare part inventory, trained & supported the customer service team on the knowledge they need to support the dealer network.To support the big growth of the E bike category I did a market investigation and wrote a plan to support this growth, following projects started out of this initiative:- online B2B warranty claim tool - Customer service crm system - E bike firmware update tool called Turbo Studio - Increase the speed of spare parts delivery in CH by adding a 3th party logistic solution in country

As the workshop manager I was responsable for the Suspension workshop as well as the bike workshop. With a team of appr 12 team mates we took care of all complex repairs. I took care of the inventory, managed the team mates and played a key role in developing a quality improvement reporting system as well as solving bigger quality issues.

As the Suspension workshop manager, I introduced the fastest Suspension service in the market by applying the shock exchange model, defect shocks are directly replaced. The defect shock is serviced and placed on stock for next exchange request. Started with 2 team mates and grown to 8 suspension technicians all working fulltime to delver the promised 48h turn around time. As the manager I lead the team, took care of inventory and trained retailers on how to maintain bicycle Suspension. Retailer surveys rewarded the Suspension service several times as the most valuable service offered within Specialized

Oplossen van garantie aanvragen, beoordelen van klachten, oplossingen zoeken voor technische problemen, efficiëntie van logistieke processen verbeteren en het shock exchange programma gintroduceerd