Job Summary: Responsible for ensuring positive customer relationships and loyalty in the after-sales phase, providing specialized technical support and overseeing warranty and insurance claim processes. Key Highlights: 1. Strategic engagement in customer relationship management and retention 2. Analysis of structural failures and preparation of technical reports 3. Coordination with engineering and logistics teams for parts replacement Responsible for maintaining strong customer relationships following the completion of a sale. Will monitor orders, provide administrative and operational support, resolve inquiries, track deliveries, and contribute to customer retention—ensuring a positive after-sales experience. Key Responsibilities: * **Structural Failure Analysis:** Conduct triage and initiate warranty processes by evaluating technical evidence (photos/videos) to identify damage or usage/manufacturing defects; * **Technical Reports and Opinions:** Prepare detailed technical diagnostics; * **Insurance Claim Management:** Initiate and manage insurance claims, ensuring all required technical documentation is submitted for claim settlement; * **Specialized Mechanical Interface:** Coordinate with engineering and mechanical teams; * **Performance Advisory Support:** Provide specialized technical assistance to retailers and end consumers regarding component compatibility and torque/assembly specifications; * **Supply Chain Integration:** Collaborate with logistics and finance departments to ensure timely parts replenishment; * **Quality Indicators:** Provide feedback to the product development team based on recurring failure patterns observed in after-sales data. **Requirements:** * **Education:** Completed high school (Pursuing a degree in Mechanical Engineering, Industrial Engineering, or Business Administration is preferred); * **Technical Experience:** Prior experience in high-performance bicycle mechanics or warranty analysis within industrial sectors (Automotive/Mobility); * **Product Knowledge:** Familiarity with carbon fiber, aluminum alloys, electronic drivetrains, and suspension systems; * **Technical Communication:** Ability to draft formal and informative technical reports with excellent spelling and clarity; * **Tools:** Proficiency in Microsoft Office Suite (Excel for metric tracking) and familiarity with management software (ERP/CRM). Employment Type: Full-time, Permanent CLT Benefits: * Fuel allowance * Meal voucher * Food allowance Selection Question(s): * This position requires on-site work in the Rio do Meio neighborhood, Itajaí/SC. Do you have transportation availability (car, motorcycle, bicycle)? Work Location: On-site