Full Job Description
Technical Support Manager - Norton USA
Location - Main Office - Jersey City, New Jersey but flexible
Travel - 50% of the time, United States and Canada but must hold a passport and be able to travel internationally.
Reports to - Head of Aftersales
The Opportunity - Dealers need knowledgeable and responsive support for complex repairs. You will connect U.S. dealer technicians with Norton's global engineering organization to diagnose issues and support continuous product improvement.
Principal Responsibilities
Develop and drive process for in field technical product support
Maintain and create an environment of customer centric operations
Directly support dealers with diagnostic and repair support.
Become the point of contact for Norton technical expertise in the USA
Troubleshoot mechanical, electrical, and electronic systems.
Support complex warranty and technical cases.
Escalate issues, Root Cause Analysis and Resolutions to global engineering.
Develop repair guidance and service communications.
Maintain technical case documentation.
Identify recurring concerns and quality trends.
Support technical training and new product introductions.
Ideal Candidate Experience
Minimum of Seven years of experience in automotive or motorcycle technical service, engineering, or a related technical discipline. Demonstrated technical proficiency, strong diagnostic and problem-solving abilities, and excellent written and verbal communication skills. Experience with modern electronic diagnostic systems, OEM service operations, warranty administration, consumer protection regulations, and service department best practices is essential.
The ideal candidate will also possess an understanding of engineering quality and product reliability principles, including Statistical Process Control (SPC), Quality Management Systems (ISO 9001), Root Cause Analysis (RCA), and product validation and testing. The ability to analyze technical issues, identify underlying causes, develop effective solutions, and clearly communicate technical information to dealers, technicians, internal teams, and customers is critical.
Personal Attributes
Self-starter comfortable building process from the ground up.
Customer Centric focus with ability to apply technical expertise to benefit of customer experience
Strong ownership mentality and attention to detail.
Commercially minded with the ability to apply data driven decision making within support operations
Strong interpersonal skills and ability to work across international teams.
Comfortable operating in a fast-paced, evolving business environment.
Ability to move seamlessly between strategic planning and hands-on execution.
What does success look like - Year 1
Successfully support setup and operations 30 Norton dealership across the United States. Set the standard for comprehensive technical support while providing end clients with a delightful experience. Provide invaluable US market insight and data back to the factory to ensure the next generation of product is of higher quality and meets the needs of the US consumer.
Compensation & Benefits
We offer a competitive compensation package, commensurate with experience and qualifications. Our comprehensive benefits package includes health insurance, a 401(k) retirement plan with company match, paid holidays, and paid time off (PTO).
