Job Summary:
The Dealer Support Specialist is responsible for developing and delivering technical training programs that enhance dealer capabilities, product knowledge, and service quality across the U.S. dealer network. This position serves as the primary field resource for dealer technical education, onboarding, product recovery support, and technical communications while partnering with Sales, Service, Product, and Engineering teams to improve dealer readiness and customer satisfaction. The role also develops technical documentation, promotes adoption of dealer support platforms, and provides field feedback to drive continuous product and service improvements.
General Duties and Responsibilities:
- Conduct onsite visits to Segway dealers to assess product quality concerns, support technical issue resolution, gather dealer feedback, and strengthen technical service capabilities.
- Provide remote and onsite product recovery support for escalated technical issues while coordinating with Service Operations and Technical Support teams as appropriate.
- Lead virtual and in-person technical training programs for new dealers, dealership expansions, and existing dealer personnel, covering product knowledge, diagnostics, troubleshooting procedures, repair processes, and service best practices.
- Evaluate dealer technical competency and identify opportunities for additional education and performance improvement.
- Promote adoption and effective use of dealer support platforms, including Xchange, Spares, Segway University, Knowledge Base, and other technical resources to improve dealer self-sufficiency.
- Develop and deliver technical product training programs for internal employees to improve product knowledge, technical competency, and cross-functional support capabilities.
- Develop, coordinate, and present technical content for the Dealer Weekly Newsletter, ensuring technical updates, product changes, and service communications are accurate, timely, and easily understood.
- Create, maintain, and continuously improve technical training materials, service guides, troubleshooting documentation, instructional videos, job aids, and other learning resources in accordance with company standards.
- Translate complex technical concepts into clear, user-friendly training materials for technical and non-technical audiences.
- Partner with Sales during prospective dealer evaluations and discovery meetings by providing technical product expertise, product demonstrations, and application guidance.
- Collaborate with Product Management, Engineering, Quality, Marketing, and Service teams to communicate field observations, product improvement opportunities, recurring technical issues, and dealer feedback.
- Analyze recurring dealer technical support trends and recommend improvements to training programs, technical documentation, and support resources.
- Support product launches by developing technical training materials, conducting launch training, and preparing dealers for successful implementation.
- Maintain accurate records of training activities, dealer participation, technical support engagements, and field observations.
- Travel extensively throughout the United States to support dealer training, field visits, technical events, and business initiatives.
- Perform other duties as assigned.
Supervisory Responsibilities:
- This job has no supervisory responsibilities, but provides technical leadership, coaching, and subject matter expertise to dealer personnel and internal employees while serving as a mentor for less experienced technical support staff as needed.
Qualifications:
- Bachelor's degree in Business Administration, Technical Education, Engineering Technology, Automotive Technology, Mechanical Engineering, or a related field preferred, or equivalent work experience in technical training, field service, technical support, dealer development, powersports service, automotive service, or related technical operations.
- Minimum 3 years of relevant experience in technical training, field service, technical support, dealer development, powersports service, automotive service, or related technical operations, preferably in eMobility, consumer electronics, or powersports.
- Experience developing and delivering instructor-led and virtual technical training programs.
- Strong understanding of diagnostic procedures, mechanical and electrical systems, troubleshooting methodologies, and repair processes.
- Experience creating technical documentation, service manuals, training guides, and instructional materials.
- Excellent presentation, facilitation, and public speaking skills.
- Ability to simplify complex technical concepts for audiences with varying technical backgrounds.
- Experience supporting dealer networks, distributors, or service organizations is preferred.
- Working knowledge of learning management systems (LMS), knowledge management platforms, and Microsoft Office applications.
- Strong communication, relationship-building, and organizational skills.
- Ability to travel 30–50% of the time for dealer visits, trainings, and onsite support
- Valid driver's license with an acceptable driving record.
- Strategic thinker with a high degree of ownership, execution capability, and a results-oriented approach.
- Experience working in a multinational company within an international team is a plus.
- Bilingual in English and Spanish is required. Mandarin is a plus.
Physical Demands:
This position requires frequent domestic travel, including extended periods of driving, standing, walking, lifting demonstration equipment weighing up to 50 pounds, and conducting hands-on product demonstrations and technical training sessions. The role also requires prolonged computer use for developing training materials, conducting virtual training, and preparing technical documentation.
EEO Statement:
Segway Inc. provides equal employment opportunities to all employees and applicants for employment without regard to race, color, religion, sex, national origin, age, disability, veteran status, sexual orientation, gender identity, genetic information, or any other protected characteristic under applicable law.
Benefits:
- 401(k)
- 401(k) matching
- Dental insurance
- Health insurance
- Paid time off
- Vision insurance
Language:
Ability to Commute:
- Plano, TX 75069 (Required)
Work Location: In person
