Field Service Specialist

Field Service & Technical Training Engineer

Freiburg, Germany - Hybrid role

As a Field Service & Technical Training Engineer for the DACH region, you will be part of the EMEA Organization and report to the Regional Service Team Manager of the region.

You will be responsible for executing the after sales business strategy roadmap in your region, supporting the channel partners for achieving brand led business growth as a Field Service & Technical Training Engineer, you will be responsible for all aspects of after sales and customer care. You will work with cross functional teams of sales, services, marketing and aftersales for delivering the business and brand objectives.

Key Responsibilities:

Technical Training:

• RE Technical Expert in the country (motorcycles / spare parts);
• Responsible for delivering Technical Training to the dealer network;
• Responsible for controlling the LMS (Learning Management System) accesses and courses completion;
• Make sure the technical training material is in order and up to date;
• Ensure adequate trained technicians are available in the workshops of the dealer network;
• Conducting competency tests to identify training needs of channel partner personnel;
• Support manage the Skills Competition in the country with the dealer network and its technicians;

Field Operations and Management:

• Responsible for RE’s extended support on the ground (field) whenever required;
• Responsible for supporting the dealers with technical issues related to complex technical cases;
• Generate a report of dealer visits;
• Support Service audits whenever required;
• Support workshops set up as per BRI standards (Brand Retail Identification);
• Whenever required, execute dealership assessments, evaluating the channel partners spare part and accessories sales; and after sales/service business performance; service processes implementation, with a focus on total customer satisfaction;
• Ensuring channel partner’s service infrastructure and readiness for new product launches;
• Ensure channel partner’s operations as per laid down policies and work towards providing
• quality aftermarket experience to customers through channel partners;
• Implementing Service standards and monitoring its effectiveness;

Technical Administration:

• Maintain the main list of RE's Tools required (hand tools/special tools, diagnostic tools, equipment);
• Make sure the technical library is accurate and up to date;
• Ensure Service Bulletins, product changes communication and upgrades are communicated to dealers whenever required;
• Feedback to the headquarters of necessary changes required in the technical literature;

Product Concern Resolution and Product Quality

• Monitoring quality issues and reporting to the team in India using FOR report (Field Observation Report);
• Be the resolver of technical issues and support the implementation of corrective actions;
• Provide to the channel partners the visibility and status of product improvements and field / market actions;
• Support the samples sending process to the Engineer for product analysis.

Qualifications/ Experience:

• Fluent German and English speaking
• Technical Education / Mechanical or Automobile Engineering
• Motorcycle Mechatronics, hands-on mindset
• 5 - 10 years experience as a mechanic

Royal Enfield - About Us:

The oldest motorcycle brand in continuous production, Royal Enfield has created beautifully crafted motorcycles since 1901. From its British roots, a manufacturing plant was established in Madras in 1955, a foothold from which Royal Enfield spearheaded the growth of India’s mid-sized two-wheeler segment. Royal Enfields are engaging, uncomplicated, accessible and fun to ride; a vehicle for exploration and self-expression. It’s an approach the brand calls Pure Motorcycling.

Royal Enfield’s premium motorcycle line-up caters to varied aspirations and motivations. From stylish retro and neo-retro roadsters like the Hunter 350, the Interceptor 650 and the Shotgun 650, to quintessentially thoroughbred cruisers like the Meteor 350, and the Super Meteor 650; and from adrenaline pumping machines like the all-new Himalayan 450 adventure tourer, the Scram 411 ADV crossover and the Continental GT 650 cafe racer, to the timeless and iconic classics, like the Bullet and the Classic 350; Royal Enfield has an enviable portfolio of motorcycles.

Riders and a passionate community are fostered with a rich profusion of events at a local, regional and international level. Most notable are Motoverse (previously Rider Mania), an annual gathering of thousands of Royal Enfield enthusiasts in Goa, and series of epic rides ranging from peaceful and picturesque to the treacherous and challenging that test the mettle of the rider and the machine, and at the same time deepen the bond between them.

A division of Eicher Motors Limited, Royal Enfield operates through more than 2000 stores across all major cities and towns in India and through nearly 1080 stores in more than 65 countries around the globe. Royal Enfield has two world-class Technology Centres, in Bruntingthorpe, UK, and in Chennai, India. The company’s worldclass, state-of-the-art production facilities are located at Oragadam and Vallam Vadagal near Chennai, along with its legacy facility at Thiruvottiyur, which was Royal Enfield’s first modern manufacturing facility in India, set-up in 1955. Royal Enfield also has modern CKD Assembly facilities across 5 global locations - Nepal, Brazil, Thailand, Argentina and Colombia.

Eicher Motors Limited (EML) (Bloomberg: EIM IN Reuters: EICH.NS) is the listed parent of Royal Enfield, global leader in the middleweight motorcycles segment (250cc - 750cc). For FY ’24, Eicher Motors Ltd recorded a total income of INR 16,536 crores which is approximately USD 2.01 billion.

Read more about us: www.royalenfield.com

Catch-up on all the latest openings: https://royalenfield.com/aboutus/careers/

What will it be like to work for Royal Enfield:

As the oldest motorcycle company in continuous production, Royal Enfield made its first motorcycle in 1901. The team is growing consistently, competitively and profitably over a decade now, actively chasing its aim to be the #1 global mid-size motorcycle company and be the #1 Brand in product and service excellence.

At Royal Enfield, we don’t simply focus on what we do, but how we do it is also very important to us. We do not follow the industry conventions, or take the well-trodden path. We create our own path and that has led us to this outstanding success in the past. Our values and the brand remain at the core of all our activities, as we work towards transforming Royal Enfield into a complete experiential brand.

To that effect, we are adding quality and diversity to the existing team by bringing in new people from different industries providing us with a wide range of thoughts and ideas; people from different parts of the world to help us learn about the markets we intend to serve in the future.