SRAM, LLC

Technical Support Manager

Posted One Month Ago

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São José dos Campos, São Paulo, BRA

In-Office

Senior level

Fitness • Hardware • Mobile • Software • Sports • Transportation • Esports

SRAM is a manufacturer of innovative bicycle components that was founded in Chicago, Illinois, in September of 1987.

The Role

Lead and develop the Brazil Technical Support team, drive operational excellence across warranty, repairs, and service center operations, manage warranty claims and SAP product failure data, maintain KPIs and technical documentation, and build strong relationships with customers, retailers, distributors, and global quality/legal teams.

Summary Generated by Built In

Overview
SRAM is seeking an experienced Technical Support Manager to lead and develop our Technical Support operations in Brazil. This role is responsible for managing 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.
Responsibilities

Lead, 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 and maintain strong relationships with customers, retailers, distributors, and business partners, ensuring an outstanding customer experience.
Evaluate and authorize warranty claims, oversee the repair, and rebuild of SRAM products to factory specifications in accordance with QMS and CQF procedures, and manage technical inquiries and product issues in collaboration with Global Quality and Legal teams.
Ensure accurate documentation 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 and maintain technical 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 mechanical expertise; a bachelor's degree is preferred.
Proven people management 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 with demonstrated relationship management skills.
Fluency in Portuguese and English is required; Spanish is a plus.
Ability to travel domestically and internationally up to 20%.
Proficiency in SAP and Microsoft Office applications is a plus.
What We Offer
Flat 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 be submitted in English.

About SRAM
SRAM LLC is one of the world's largest suppliers of components to the bike industry. Established in Chicago in 1987, SRAM continues to promote cycling through its products, its advocacy, and its employees who are dedicated to improving the cycling experience. Today, SRAM employs more than 5,000+ employees, in 20+ locations, across 10+ countries. SRAM is proud to be an equal opportunity employer.

Skills Required

Minimum 5 years of experience in the cycling industry with hands-on mechanical expertise
Proven people management skills including coaching, training, onboarding, performance management
Experience evaluating and authorizing warranty claims and managing repairs per QMS/CQF procedures
Experience overseeing service center operations including inventory, warehouse management, tools, facilities, and H&S compliance
Strong customer-facing and relationship management skills
Fluency in Portuguese and English
Ability to travel domestically and internationally up to 20%
Bachelor's degree
Spanish language skills
Proficiency in SAP and Microsoft Office applications

What the Team is Saying

SRAM, LLC Compensation & Benefits Highlights

Healthcare Strength — Health coverage includes multiple medical, dental, and vision options with mental‑health support and EAP sessions; employer materials also cite HSA‑eligible plans with company funding. Feedback suggests the health plan is considered solid and recently confirmed as employer‑verified.
Parental & Family Support — Family support spans paid parental leave alongside birth‑parent medical leave, with resources like Dependent Care FSA, Milk Stork, and on‑site mother’s rooms. Feedback suggests these programs make the package notably supportive for new and working parents.
Wellbeing & Lifestyle Benefits — Wellbeing offerings include wellness reimbursements and an award‑winning program, plus cycling‑centric perks like lunch rides, commuter facilities, dog‑friendly offices, and product discounts. Feedback suggests these lifestyle benefits contribute meaningfully to overall satisfaction.

Learn more about SRAM, LLC's Compensation & Benefits →

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The Company

HQ: Chicago, IL

3,800 Employees

Year Founded: 1987

What We Do

Founded in Chicago in 1987 by Stan Day, SRAM, LLC has grown to be one of the world's largest bicycle component manufacturers. Today, we are led by CEO, Ken Lousberg, and Stan Day serves as Chairman of our Board. SRAM’s global footprint helps us bring cycling to every corner of the globe, including your local roads and trails. We design and manufacture bicycle components, including shifters, derailleurs, brakes, chains, suspension, and power meters. Our components are used by bicycle manufacturers, distributors, and bicycle retailers. Read the full history of SRAM: https://www.sram.com/en/company/about/history

Why Work With Us

SRAM’s success is due to the hard work, passion, and commitment of our team members around the world. A respectful workplace where we strive for a diverse and inclusive environment and all people feel welcome. We offer benefit programs that encourage well-being and support in all aspects of team members’ lives.