Warranty & After-Sales Manager
Location: Richmond Hill, ON
Job Type: Full-time, In-Store
Category: Customer Experience / Warranty
About Us:
At EZBike, we are passionate about the future of urban mobility. As a leading electric bike and electric scooter retailer, we help our community ride smarter, faster, and greener. We pride ourselves not just on selling top-tier e-rides, but on providing an exceptional ownership experience long after the initial purchase.
We are looking for a organized, technically-minded, and empathetic Warranty & After-Sales Manager to lead our post-purchase support and supplier warranty claims.
The Role
As our Warranty & After-Sales Manager, you will be the bridge between our customers, our service technicians, and our manufacturing partners. Your mission is twofold: ensure customers facing technical glitches or defects feel supported, and efficiently manage the backend pipeline to secure parts replacements and technical support from our suppliers.
Key Responsibilities
- Customer Communication: Act as the point of contact for post-purchase inquiries, troubleshooting requests, and product issues via phone, email, and in-store interactions.
- Problem Resolution: Diagnose customer issues, manage expectations, coordinate with our technicians, as well as finding resources on the internet to resolve customers' problems.
- Supplier & Warranty Management: Gather necessary evidence (photos, videos, diagnostic logs) from faulty e-bikes/e-scooters to submit, track, and resolve warranty claims with suppliers.
- Inventory & Parts Tracking: Monitor incoming warranty replacement parts and ensure they are allocated to the correct customer repairs.
What We Are Looking For
- Industry Experience: Direct experience working with electric bikes, electric scooters, power sports devices, or a related industry is required.
- The Problem Solver: Proven experience in customer service, after-sales support, or warranty administration who is resourceful to solve problems rather than passing them around.
- The Communicator: Professional written and verbal communication skills.
- The Organizer: Strong administrative and documentation skills where you will not let anything fall through the cracks.
- Resilience: The ability to remain calm, empathetic, and solution-oriented while de-escelating the situation with frustrated customers.
Perks & Benefits
- Competitive salary based on experience.
- Generous employee discounts on top-of-the-line e-bikes and e-scooters.
- Health/Dental/Vision insurance benefits.
- Paid time off and holidays.
- Opportunities for growth within a rapidly expanding industry.
Job Types: Full-time, Permanent
Pay: $25.00-$35.00 per hour
Benefits:
- Dental care
- On-site parking
- Paid time off
- Store discount
- Vision care
Application question(s):
- Tell me about the angriest customer you've dealt with. What happened, and what was the outcome?
- Have you ever had to tell a customer that their warranty wasn't covered? How did you handle that conversation?
- How do you balance company policy with keeping customers happy?
- Tell me about your previous experience handling warranty claims. What products were involved, and what was your role?
Experience:
- Customer service: 4 years (required)
- Crisis intervention: 2 years (required)
- Customer relationship management: 4 years (required)
Work Location: In person
