When it comes to pushing the limits of PWC performance, riders around the world trust RIVA Racing’s products. But the mark of a top tier business isn’t limited to just its products, and high-performance parts often require high-performance support. That’s exactly what RIVA’s tech center delivers. Every call, email, or message from a customer is met with a team of specialists ready to troubleshoot, guide, and ensure that riders get the very best out of their PWC.
Recently, The Watercraft Journal reached out to RIVA’s owner, Dave Bamdas, to find out more about what goes on behind the scenes when riders reach out to their tech center for support.
The Watercraft Journal: When a customer calls RIVA’s tech center, what can they expect from that first interaction?
Dave Bamdas: They can expect to reach a knowledgeable representative that is well versed on supporting RIVA Racing Products and PWC performance issues. They have been trained in customer service and will do everything reasonable to assist our customers.
WCJ: On average, how many calls does the tech center handle in a typical day or week?
DB: In peak season we can receive over 75+ tech calls per day. Due to high seasonal volume, any calls that go to voice mail are logged in our ticketing system to ensure prompt follow up.
WCJ: How many technicians are available to take calls on a given day?
DB: We have 7 technical salespeople that specialize in performance parts sales and support. For more involved issues we have a dedicated technical support person. We also have a high level Maptuner support person that works exclusively through email.
WCJ: What kind of training does a RIVA tech center technician go through before taking calls?
DB: Extensive training at our R&D Center, weekly product update meetings, OEM training courses from the manufacturers.
WCJ: When a particularly challenging or unusual question comes in, what’s the process for finding the answer?
DB: We often use Maptuner logging software to diagnose engine and tuning issues remotely. Our support staff can also consult with our R&D Department on challenging issues if necessary.
WCJ: What types of issues or questions do you handle most often?
DB: Simple installation questions for our bolt on products and Maptuner set up. We supply detailed instructions but we are always here to answer questions.
WCJ: What would you say are the primary goals or mission of the RIVA Racing tech center?
DB: Our primary goal is to provide a great experience with RIVA Racing Products through excellent technical support and strong customer service
From troubleshooting a tricky Maptuner setup to answering simple installation questions, RIVA Racing’s tech center proves that great products go hand-in-hand with great support. With a well-trained team, cutting-edge diagnostic tools, and a commitment to customer satisfaction, the tech center ensures that every rider gets the most out of their PWC experience. Whether you’re chasing speed records or just want your jet ski running smoothly, RIVA’s support staff is always just a call away.
And be sure to check out WCJ Editor-In-Cheif Kevin Shaw’s discussion with Bamdas about The Demands of Performance Trends, from an earlier The Watercraft Journal IRL podcast.
