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  • Virtual Mechanic


  • Title: Virtual Mechanic

    Job Location: Ribble HQ, Preston (PR5 8AS)

    Reports to: Customer Service Manager

    Job Type: Full Time, 5 days on-site per week

  • ABOUT RIBBLE

    Ribble Cycles is the UK’s leading premium bike brand with a heritage of innovation, performance, and design excellence. We engineer and manufacture world-class bicycles in the UK, delivering cutting-edge technology and superior craftsmanship to passionate riders globally.

    THE ROLE

    As a Virtual Mechanic, you’ll be the go-to expert when riders need answers fast. From diagnosing tricky faults to guiding step-by-step fixes, you’ll turn technical challenges into smooth solutions – all without turning a wheel. You’ll use your deep technical knowledge of bikes, components and e-bike systems to troubleshoot remotely, guide riders clearly and keep them riding with confidence. Whether it’s a quick home fix or a visit to our service network, you’ll make the right call every time.

    Working closely with the Service Network Coordinator, Showrooms, Customer Service Manager and Product teams, you’ll help reduce unnecessary warranty claims, spot recurring issues and share insights that improve the rider experience. Every case you handle is a chance to make things better – for the customer and for the brand.

    KEY RESPONSIBILITIES
    Technical Diagnostics & Rider Support

    • Provide advanced technical support to customers via email, telephone call-backs, and video guidance where required.
    • Diagnose mechanical and e-bike issues including setup faults, drivetrain or brake problems, noise identification, compatibility checks, system behaviour, error codes, and battery performance.
    • Guide customers through remote fixes using clear, step-by-step instructions that match their skill level.
    • Support showroom teams with technical advice and pre-escalation triage.

    Case Ownership & Escalation

    • Take ownership of technical cases end-to-end, ensuring customers receive timely, accurate updates.
    • Determine when an issue can be fixed remotely or requires escalation to the Service Network.
    • Maintain clear, accurate documentation for all diagnostics, actions, and recommendations.
    • Ensure all cases meet required standards for traceability and technical decision-making.

    Quality, Insight & Continuous Improvement

    • Spot recurring faults or component trends and share insights with the right teams.
    • Support the creation and updating of technical Help Centre content, using insight from real cases.
    • Highlight process gaps, common rider issues, and opportunities to improve the technical support journey.
    • Contribute to reducing contact demand through improved documentation, guidance, and system improvements.

    KEY PERFORMANCE INDICATORS

    • Technical case resolution time and first-time resolution rate.
    • Accuracy and quality of diagnosis and documentation.
    • Reduction in unnecessary warranty or service network escalations.
    • Customer satisfaction for technical support cases.
    • Quality assurance scores across all communication channels.

    ABOUT YOU

    Essential

    • Strong mechanical understanding of bikes, components, and common faults.
    • Confident diagnosing issues remotely using photos, videos, and customer descriptions.
    • Excellent communication skills, with the ability to simplify complex technical information.
    • High attention to detail and accuracy in notes and case handling.
    • Strong problem-solving and decision-making skills.
    • Ability to manage a varied caseload and own cases through to completion.

    Desirable

    • Experience in a technical support or bike mechanic role.
    • Knowledge of warranty processes, service networks, or technical triage workflows.
    • Familiarity with CRM or service desk tools such as Freshdesk.

    BENEFITS

    • 25 days holiday plus UK bank holidays (pro-rated for part time)
    • 40% colleague discount
    • 10% Friends & Family discount
    • Cycle to Work scheme
    • Pension scheme
    • Company sick pay
    • Enhanced maternity and paternity pay
    • Employee Assistance Programme (EAP) – access to free, independent and confidential support, including 24/7 counselling and virtual GP services
    • Monthly recognition scheme
    • Cycling industry discounts and perks
    • Yolo Wellbeing – access to guided relaxation and wellbeing experiences

    HOW TO APPLY

    If this sounds like the role for you we’d love to hear from you. Please send us your CV and a short covering letter to Jobs At Ribble telling us a bit about your experience and why you are interested in joining the Ribble team.

    Ribble Cycles is an equal opportunities employer. We welcome applications from all backgrounds and are committed to creating an inclusive workplace. If you require any reasonable adjustments during the recruitment process, please let us know. You must have the right to work in the UK to apply for this role.