Warranty and Repair Specialist (internal only)

We are seeking a detail-oriented and hands-on Warranty and Repair Specialist to join our team. In this role, you will bridge the gap between technical troubleshooting and operational execution. You will handle everything from evaluating warranty claims on Zendesk to repairing defective hardware and managing Shopify parts fulfillment. 

This position is ideal for someone who enjoys diagnosing technical issues, working with internal hardware/software testing tools, and ensuring our partners receive top-tier support.

What you’ll do

• Warranty & Ticket Management: Manage end-to-end warranty claims from our partners. Responsibly monitor and respond to tickets on Zendesk, perform necessary technical checks, and confidently grant or deny warranty requests based on company policy.
• Order Fulfillment: Create and process accurate orders in Shopify for parts that have been approved and claimed under warranty.
• Technical Testing & Validation: Test and validate partner-submitted diagnoses using our proprietary internal testing hardware and software.
• Data Capture & Feedback Loop: Capture and document technical data from the field to pick up on specific component or system failures, providing critical feedback to managers to drive continuous product improvement.
• ECU Preparation: Methodically test and prepare components to ensure they meet quality standards prior to being shipped out to partners.
• Shipping & Logistics: Securely pack components and generate shipping labels for all parts and units being dispatched from our location.
• Component Repair: Troubleshoot, bench-test, and repair defective components to restore them to full functionality.
• Warehouse Support: Assist with general warehouse work and inventory organization as required to keep operations running smoothly.
  
  

What you’ll bring

• Experience using ticketing systems (ideally Zendesk) and e-commerce/fulfillment platforms (ideally Shopify).
• Strong technical aptitude with a knack for diagnostic testing, hardware troubleshooting, or component-level repair.
• Excellent written communication skills for partner-facing support.
• High attention to detail when validating technical claims and handling shipments.
• Ability to balance digital administrative tasks with physical, hands-on lab and warehouse work.
  
  

What you'll get:

• 26 paid holidays for you to unwind.
• Your birthday off!
• Additional paid leaves for special occasions, e.g. marriage/bereavement, maternity/paternity, and moving houses, etc.
• All the tools/equipment you'll need to do the best job possible.
• Working from a home allowance of €2.45/day (maximum five days per week).
• Commuting reimbursement is applicable if the distance (>10 km) is too far to bike.
• Bi-weekly catered lunch twice a month at the office.
• Pension plan.
• Unlimited free consultations for mental well-being with Open Up.
• All the snacks, coffee/tea you can handle and monthly team events.
• Hybrid work environment (3 days at the office 2 days at home).
  
  

About us

We’re obsessed with cities. So are our bikes. Truly city-proof, they shrink long commutes, scare off bike thieves, and amplify your pedal power while making city journeys a pleasure.

We became the definitive city e-bike and, although we went through some issues in 2023, we’ve got new owners and a renewed focus. We’re re-engineering how we ride and we’re excited about the future. Join us and be part of our next chapter.

Job descriptions are difficult to interpret. We understand you might not tick all the above boxes. The truth is, we don't either. If you feel excitement about our upcoming challenges, we encourage you to apply now!