Technical Support Manager

Technical Support Manager (All Genders)Location:São José dos Campos, BrazilSRAM is seeking an experiencedTechnical Support Managerto lead and develop our Technical Support operations in Brazil. This roleis responsible formanaging a high-performing team, driving operational excellence, overseeing warranty and service processes, and strengthening relationships with customers, retailers, distributors, and business partners. The successful candidate will play a key role in ensuring exceptional technical support and service quality across SRAM's product portfolio.Key ResponsibilitiesLead, coach, and develop the local Technical Support team, including recruitment, onboarding, training, performance management, and employee development.Drive operational excellence and continuous improvement across service delivery, maintenance, warranty processes, and technical support operations.Build andmaintainstrong relationships with customers, retailers, distributors, and business partners, ensuring an outstanding customer experience.Evaluate and authorize warranty claims, oversee therepair,and rebuild of SRAM products to factory specificationsin accordance withQMS and CQF procedures, and manage technical inquiries and product issues in collaboration with Global Quality and Legal teams.Ensureaccuratedocumentation and reporting of product failure data in SAP, providing regular warranty performance feedback to Global Quality and senior management.Monitor and report operational performance through KPIs, service metrics, and data analysis.Oversee local service center operations, including inventory and warehouse management, tools and equipment, facilities, IT assets, and health & safety compliance.Develop andmaintaintechnical documentation, service procedures, work instructions, and knowledge resources to support dealers and internal teams.Qualifications Minimum of 5 years of experience in the cycling industry, including hands-on mechanicalexpertise; abachelor'sdegree is preferred.Provenpeoplemanagement skills, including coaching, training, motivating, and developing teams,with strong leadership, interpersonal, and conflict-resolution skills.Results-oriented and adaptable professional with strong organizational and analytical skills, capable of thriving in fast-paced environments and delivering high-quality results.Strong customer-facing experience withdemonstratedrelationship management skills.Fluency in Portuguese and English isrequired;Spanishis a plus.Ability to travel domestically and internationally up to 20%.Proficiencyin SAP and Microsoft Office applications is a plus.What We OfferFlat organizational structures.A dynamic, collaborative, and international work environment within a rapidly growing industry.Flexible working arrangements.Internal and external learning and development opportunities.Employee discounts and company-sponsored events.The opportunity to contribute to innovative and sustainable products that shape the future of cycling.Ready to help shape the future of cycling and deliver exceptional customer experiences? Apply today and join SRAM.Please note that resumes must besubmittedin English.Requisition ID4190-Posted08/04/2026-Employee-State/Province (5)Illinois , California , Colorado , Indiana , South DakotaLocation for Job Posting (1)United StatesCity (5)Chicago , Colorado Springs , Indianapolis , San Luis Obispo , Spearfish SRAM