E-Bike Customer Support Technician

Job Description

Work with e-bikes. Solve technical problems. Become a product expert. \n

DiroDi is looking for a practical, technically minded person to join our team and help diagnose and resolve mechanical and electrical issues across our range of electric bikes.

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This isn't a traditional call-centre support role.

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You'll investigate faults, troubleshoot bikes and components, work directly with customers and our internal team, and follow technical problems through until they're resolved.

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One case might involve diagnosing a motor or sensor issue over the phone. Another might involve inspecting a bike or component in our Cheltenham workshop, reviewing photos and videos from a customer, identifying the correct replacement part, or helping determine whether an issue should be covered under warranty.

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If you enjoy figuring out why something isn't working and how to fix it , you'll probably enjoy this role.

What you'll be doing \n

You'll become one of our technical product experts, helping customers and the wider DiroDi team solve e-bike problems.

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Your work will include:

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• Diagnosing mechanical and electrical e-bike faults
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• Troubleshooting motors, controllers, displays, sensors, brakes, wiring and other components
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• Providing technical support by phone and email
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• Guiding customers through diagnostic and repair steps
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• Inspecting and testing bikes and components when required
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• Managing technical cases from initial investigation through to resolution
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• Supporting warranty assessments and identifying appropriate replacement parts
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• Working with our technicians, spare parts, product and customer teams to resolve more complex issues
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• Documenting faults and solutions so recurring problems become easier to solve
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• Helping improve our technical guides and internal knowledge base
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• Identifying recurring product issues and sharing what you're seeing with the wider team
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You won't be expected to know everything on day one. What matters is being technically curious, methodical and willing to learn.

Who we're looking for \n

We're particularly interested in people who enjoy fault finding and understanding how things work.

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You might currently work with bicycles, e-bikes, automotive products, electronics, electrical equipment, mechanical products, technical support or another hands-on technical field.

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Bike mechanic or e-bike experience would be a strong advantage, but it isn't essential if you have the right technical aptitude.

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You probably suit the role if you:

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• Naturally want to figure out why something isn't working
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• Are practical and mechanically minded
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• Are comfortable learning electrical and electronic systems
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• Can communicate technical information clearly to non-technical people
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• Take ownership of problems rather than simply passing them on
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• Are organised and comfortable managing several cases at once
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• Enjoy learning new products and systems
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• Like working in a small team where you can have a visible impact
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Why join DiroDi? \n

No weekends: This is a Monday-to-Friday role.

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Build specialist e-bike knowledge: You'll develop knowledge across mechanical systems, electronics, batteries, motors, controllers and e-bike technology.

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See problems through: You'll have the opportunity to investigate cases properly rather than simply moving customers through a support queue.

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Influence how we improve: Because we're a small team, the problems you identify can directly influence our documentation, processes, spare parts decisions and product improvements.

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Stable, full-time position: We're looking for someone who wants to develop deep product knowledge and become an important part of the team over the long term.

About DiroDi \n

DiroDi Electric Bikes is an Australian e-bike company supplying electric bikes, accessories and spare parts to customers and retailers across Australia.

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We're a small and growing team based in Cheltenham. As the business grows, we're continuing to improve our products, technical support, systems and after-sales experience.

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We're looking for someone who wants to grow their technical knowledge with us and become one of the people the team turns to when there's a difficult problem to solve.

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