About Us

Dian Motors is a leading distributor of bicycles and electric motorcycles across Canada and the US. Based in Ottawa, we are committed to providing quality products and exceptional customer service to our growing dealer network.

As our bicycle business continues to grow, we are looking for a Bicycle Warranty & Technical Support Specialist to join our team and play an important role in supporting our dealers and customers after the sale.

About the Role

This is a hands-on customer support and technical position for someone who understands bicycles and enjoys solving problems.

You will be the first point of contact for bicycle warranty and technical support inquiries, working directly with our dealer network and customers. You will investigate warranty issues, provide basic technical troubleshooting, coordinate replacement parts, communicate with manufacturers, and follow warranty claims through to completion.

The ideal candidate has a good understanding of bicycles and their components, strong problem-solving skills, and excellent communication and organizational abilities.

Key Responsibilities

- Act as the first point of contact for bicycle technical support and warranty inquiries by phone and email.
- Provide professional and timely support to dealers and customers.
- Troubleshoot common bicycle issues and assist with basic technical diagnosis.
- Review, process, and manage warranty claims from start to finish.
- Collect photos, videos, serial numbers, purchase information, and other documentation required to process warranty claims.
- Assess warranty issues and determine appropriate next steps based on manufacturer warranty policies.
- Communicate with manufacturers regarding warranty claims, technical issues, and replacement parts.
- Coordinate warranty replacement parts with the warehouse and logistics teams.




- Prepare and organize shipments of warranty parts and track outstanding shipments.
- Clearly communicate warranty decisions, repair recommendations, replacement parts, and next steps to dealers and customers.
- Maintain accurate warranty records and ensure claims are properly documented and followed up.
- Monitor outstanding warranty cases and ensure issues are resolved in a timely manner.
- Assist dealers with product information, technical questions, and parts identification.
- Work closely with sales, warehouse, and logistics teams to provide a seamless after-sales experience.
- Identify recurring product or technical issues and communicate them to management and manufacturers.
- Assist with other customer service and administrative duties as required.

Qualifications
- Good knowledge of bicycles, bicycle components, and common mechanical systems.
- Previous experience working in a bicycle shop, bicycle service department, warranty department, or technical support role is preferred.
- Strong mechanical aptitude and problem-solving skills.
- Ability to understand and troubleshoot basic bicycle mechanical issues.
- Excellent verbal and written communication skills.
- Strong customer service skills and a professional, friendly approach.
- Highly organized with strong attention to detail.
- Ability to manage multiple warranty cases and priorities in a fast-paced environment.
- Comfortable communicating with customers, dealers, manufacturers, and internal teams.
- Proficiency with Microsoft Outlook, Word, and Excel.




- Experience with ERP, CRM, warranty, or order management systems is an asset.
- Ability to learn new products and technical systems quickly.
- French language skills are an asset.

What We Offer
- Health and benefits package.
- Paid time off.
- On-site parking.
- Stable, full-time position with a growing Canadian company.
- Opportunities for professional growth and increased responsibility.
- Friendly, team-oriented work environment.
- Opportunity to work with a wide range of bicycle products and manufacturers.
- A role where your bicycle knowledge and technical skills directly contribute to customer and dealer satisfaction.

Why Join Dian Motors? At Dian Motors, you'll be joining a growing company in the bicycle and powersports industry where your work has a direct impact on our customers and dealer network.

This isn't a traditional call-centre position. You'll have the prospect to use your bicycle knowledge, mechanical skills, and problem-solving abilities every day while working with dealers, manufacturers, and our internal team.

If you enjoy bicycles, solving technical problems, helping people, and working in a fast-paced environment, we'd love to hear from you!

Job Types: Permanent, Full-time

Benefits:

- Dental care
- On-site parking
- Paid time off
- Vision care

Ability to commute/relocate:

- Ottawa, ON K1V 1C1: reliably commute or plan to relocate before starting work (preferred)

Experience:

- Bicycle industry or bicycle service: 1 year (preferred)
- Customer support: 1 year (preferred)
- Warranty administration: 1 year (preferred)

Language:

- English (required)
- French (preferred)

Work Location: In person Pay: $45,000.00-$55,000.00 per year

Benefits

- Dental care
- On-site parking
- Paid time off
- Vision care

Work Location: In person

📌 Bicycle Warranty & Technical Support Specialist (Ottawa)
🏢 Dian Motors
📍 Ottawa