We want to give you more insight into the people behind your ebike and everything we do at MODMO.
So we are publishing a series of interviews with our staff members, delving into what they do at MODMO and how their professional background informs their day to day jobs.
This week, we meet Conor Ryan, our Head of After Sales Servicing, the man who handles all your interactions with MODMO after your ebike arrives.
Based in Dublin, Conor joined our team a few months ago. We caught up with him for a chat, starting with his role at MODMO.
Introduce yourself! Who are you and what do you do at MODMO?
Well basically when we sell our bikes to customers, one of the most important things is making sure that they're maintained.
I look after the mechanical information, and diagnose problems. If a customer has a bike and they literally haven’t a clue what’s wrong with it, if I can get my hands on footage or images I’ll either be able to diagnose it remotely, or point somebody in the right direction so they can get it diagnosed.
Another part of your job involves working with our partners. Can you tell us about that?
So I also train any mechanics we onboard or subcontractors that we partner with, which includes providing all the necessary 'how to' videos, as well any diagrams and specifications. Basically ensuring that if our customers have any mechanical issues with their bike, they are looked after.
All throughout my college life, I worked as a bike mechanic. Bikes have just always been a big hobby of mine. I did that for pretty much four years and this experience has proven really helpful for me now.
I'm training people on MODMO ebikes, from the mechanical things - so understanding what drives the bike, how does pedaling a bike propel you forward, etc - to the skills needed to take one apart, put it all back together, and be able to diagnose issues that may not seem obvious initially.
How has working with MODMO been so far?
Being in the position I am in now, I feel very lucky because I wake up every morning and I have that extra bit of energy every day. I'm working with a bunch of cool people all over the world and it's all about bikes. So it's pretty much right down my alley.
What have you been working on recently?
I've been working on a troubleshooting guide. The idea is that customers, when they have an issue with their bike, can jump on the app, and they can go through this troubleshooting guide.
The aim of it is to either provide them with all the info that they need to get the problem resolved by themselves, or we can essentially prescribe what's wrong with the bike without even meeting them first, and then they can request a ticket and then we'll send out a contractor to them.
What can we expect from you in the coming months?
Hopefully the best after sales service that we've seen! We've studied our competition, we've looked around the market, and other companies have after sales departments but there is a lot of room for improvement. So I feel it's an area that we can take advantage of and put MODMO in front.
The idea is that MODMO customers will have peace of mind knowing that no matter what happens we’ll look after them.