Dealer Services Technical Support Agent

ASCEND Milton Keynes, United Kingdom


Dealer Services Technical Support Agent 

About the Company 

Headquartered in Waterloo, Wisconsin, USA Trek Bicycle Corporation is a global leader in the design and manufacturing of bicycles and related products. From the original hand-built steel touring frames introduced in 1976 to the revolutionary OCLV Carbon first introduced in 1992, Trek’s passion for innovation, quality, and performance leads the industry with next-generation thinking and cutting-edge technology. 

Trek bikes have been used to climb mountains, cross streets and compete in cycling’s grandest event, the Tour de France. Today, with a broad range of bicycles and cycling products under the Trek, Bontrager and Electra brand names, Trek continues to pursue new ways to bring the joy of cycling to all people. Trek believes the bicycle can be a simple solution to many of the world’s most complex problems and is committed to breaking down the barriers that prevent people from using bicycles more often for transportation, recreation and inspiration. 

The company has grown about 70% in a decade and has sales of USD1bn. Trek bicycles are marketed through 1,700 dealers across North America, subsidiaries in Europe and Asia as well as distributors in 90 countries worldwide. 

Position:              Dealer Services Technical Support Agent

Location:             Office Based, Milton Keynes, UK

Job Type:             Full Time, Permanent

Salary:                  Competitive 

About the Role  

AscendRMS is a propriety software solution owned and developed by Trek Bicycle Corporation. The Ascend EPOS and eCommerce solution is at the centre of Trek Bicycle’s Continuous Improvement Programme, providing retailers with an integrated solution to manage their businesses and provide an effective online presence. 

The support team cover all aspects of the programme and the wider business processes it supports. Training provided isn’t confined to the technical aspects of the software solution (though that is obviously covered) but also advises on financial analysis and planning all the way through to a holistic marketing strategy to cover an IBD’s eCommerce presence as well. 

Key Accountabilities  

  • Staff the Ascend UK EPOS Support Line, providing customers with technical advice and assistance
  • Provide additional business support – Assist with Trek Continuance Improvement
  • Assist with on-call out-of-hours support, on a rotational basis
  • Assist with software installations, both on the phone and on-site in store
  • Maintenance of the technical issue database for answering retailer support queries
  • Assist with the logging of dealer programming requests, the reviewing of programming requirements, and the testing of changes
  • Assist with any other dealer services tasks as and when required
  • Act as an ambassador for Trek Bicycles 

About you: 

Essential experience: 

  • Excellent Customer service and focus skills
  • High attention to detail
  • Desire to build relationships and add value
  • Flexibility and ability to manage own workload with minimal supervision
  • Excellent telephone skills, alongside oral and written communication
  • Understanding others and the ability to influence
  • Advanced user of Microsoft IT packages including word, excel and email
  • Ability to quickly learn new systems and processes 

Preferred experience: 

  • An understanding of an EPOS system
  • Telephone based customer service, PC and networking experience
  • A comfortable knowledge of Microsoft applications & SQL Management Studio
  • Comfortable working with staff at all levels within an organisation
  • Interest in business financials and management reporting
  • Familiarity with ecommerce
  • Retail experience (any industry)
  • SAP systems (JDE or similar) & CRM systems (Dynamics or similar)
  • Minimum 3 years’ experience in a Customer Service/ Account Management environment
  • Minimum 2 years’ experience of dealing with maintenance/technical issues preferable from within the cycle industry
  • Experience of a Systems/Process driven role 

Desirable experience: 

  • Additional Languages
  • Interest Bicycle Workshop environment
  • Experience in cycling and the bicycle industry 

In addition to fantastic opportunities for career development we offer: 

  • Rewards and incentives including attractive OTE
  • Friendly and inclusive working environment
  • A highly competitive total reward benefits package including:
    • 25 days annual leave per annum (plus bank holidays)
    • Matched pension contributions
    • Medical Cashplan
    • Employee Assistance Programme
  • Discounted Bicycle Purchase scheme
  • Free onsite parking


No agencies.



We are an E-Verify employer.

For more information, please click on the following links:
E-Verify Participation Poster: English / Spanish
E-Verify Right to Work Poster: English | Spanish

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