Distributor in the spotlight – meet Manuel Loidl

The next destination in our ‘Distributor in the spotlight’ series is Sail & Surf, our Austrian distributor based in Bad Goisern in the Salzkammergut region. We have already interviewed Jürgen Unterberger (Managing Director) and Gernot Loidl (Cycling Product Manager). Click here (LINK) to read the full story of the company’s history, find out which extreme sports Gernot enjoys and all things lederhosen. Now we are catching up with Manuel Loidl, who runs the warranty department. He clearly is a multi-talented man, as Sail & Surf distribute so much more than just MERIDA bikes (as the name suggests). When he's not busy fixing things, he can be found kicking a ball around a pitch (rather competitively) or flying down mountains on his eONE-SIXTY. As the saying goes, the early bird catches the worm, and Manuel certainly ticks this box, as he believes that anyone who starts work later than 7 am has missed the best part of the working day.

So, who are you and what is your job here at Sail & Surf?
My name is Manuel Loidl, and I am the Warranty and Service Manager here at Sail & Surf. If there are any defects or technical issues with any of the products we distribute, I need to find solutions and resolve the issues to the customer’s satisfaction. We cover a wide range of sports products, from MERIDA bikes to ski bindings and stand-up paddle boards (SUPs). There are two of us working in the warranty department, but I probably do most of the hands-on technical work.

How long have you worked at Sail & Surf, and what was your job before coming here?
I have been working in the company for five years, four of them have been in the warranty department. Prior to that, I worked in construction; I was what is known as a ‘Spengler’, or roofer. They cover roofs with sheet metal, all bent to shape and fit exactly, including chimney fittings and so on. There is a saying that a roofer can’t ‘spengle’, but a ‘Spengler’ can cover a roof. However, I left that job due to back issues, as you spend your whole day bending over and working in all weathers. This job involves a good mix of desk work in the mornings and more physical activity in the afternoons, which is much better for my back!

What does your typical working day usually involve?
Mornings are often focused on emails. We try to read and answer them as they come in to stay on top of things and avoid unnecessary returns. Often, issues can be resolved via email if we respond promptly. I must admit it is time-consuming; some days I have to resolve 40 warranty emails!

I then spend the rest of the day in the workshop, either repairing products or establishing whether they are beyond repair. Today, for example, I have been pressure testing some SUPs. We try to resolve issues and return products to customers as soon as possible.

Is the worst part of the job telling people that their problem is not a warranty issue, so you can’t resolve it?
Here at Sail & Surf, we focus heavily on customer service and resolve almost all product returns. We have 'warranty' offers where, if the repair is straightforward, we will carry it out even if it isn't a proper warranty case. If a product doesn't work at all, we offer a 'crash replacement'. It's very rare that we reject a return completely because, as I said, we always aim to satisfy our customers!

Were you into cycling before you came to work with MERIDA Bikes?
I wasn't a cyclist before; I played football. I grew up on the football pitch, and I still play a lot now! Obviously, I cycled a bit as a child, but it was only when I came here that I was introduced to cycling as a sport. E-biking has become an intense hobby of mine. I love long-distance enduro riding. An e-bike means you can ride faster and climb more mountains, and the best part is the downhill sections. So, football and e-biking are my two passions!

What MERIDA are you currently riding?
A MERIDA e-ONE-SIXTY 10K of course! I have the 2022 model, and I love it. I have no plans to replace it any time soon.

Did you do any upgrades or changes to personalise it a bit?
There's no need to adapt it; it's perfect straight out of the box. The only things I personalised were my pedals and the damper adjustment. A friend set this up based on my weight, so the rebound is perfect for me.

During your time here at Sail & Surf, are there any projects or improvements you are particularly proud of?
When I first started, we updated everything and got rid of anything that was more than ten years old. Now, we work with two computers. I installed a second workbench so that, when it is busy, we can work side by side, and we made the SUP table. These are all small improvements to the work environment that make life easier and more efficient.

So, as you are now a keen cyclist, I guess this helps you in your job role?
Yes, of course. I can usually answer 99% of the e-bike-related questions we receive, which is great. If the questions are more gravel bike-related, I often ask my colleague Stefan, as he is the expert in that field. Hopefully, we can cover all bases within the team!

In your opinion, what are the most popular types of cycling here in Austria?
I would say sports riding is the most popular, followed by commuting. Currently, the most popular type of sports riding is gravel riding, which attracts people who haven't really ridden before and tends to attract more female riders. E-biking is a close second. Austria has the perfect terrain for both. Here in Bad Goisern, surrounded by mountains, we are spoilt for choice when it comes to where to ride. At the weekend, the mountain cafés will be packed with cyclists of all ages, some on e-bikes, some on gravel bikes and some even on bikes like our eSPRESSO. E-bikes mean that people of all abilities can ride together, making it a really social activity.

What is your ‘dream’ MERIDA bike (past or present)
Mine would be the ONE-FORTY10K in Chameleon. I would love to have one. The only problem is that it doesn't have a motor, but I think it's perfect in every other way. I’m sure I don't need to explain why. 

Since you have been working with the MERIDA brand, what have been the big milestones or product developments from your perspective?
One of the biggest milestones is that MERIDA has now switched to Bosch. Everyone recognises the Bosch name as a first-class brand, and I think this brings kudos to the bikes. The public relates to this household name when they see it on a MERIDA bike. I ride with a Shimano motor, of course. It performs well when I'm riding with friends who have Bosch motors - I usually ride away from them, so I have no complaints!

Apart from football and enduro riding, do you have any other hobbies?
I have a two-year-old, so spending time with my family is my priority, despite how exhausting it can be at times! Next are football and then bikes. I play football for a local team, I'm the striker. There are thirteen teams, and we play in the Upper Austrian League. I have to commit to matches and practice sessions — we compete in a championship every year. Life is busy, but I like it that way.

What do you like about working at Sail & Surf?
The working environment here is very special; everyone is friendly and genuine. The flexible working hours make a big difference to our home life, especially with a young family. I like to start early, so I'm here working by 7 am. I can answer e-mails when it's quiet and get ahead of the day. Then, when 4 pm comes, I can leave on time, having finished my work, and still have time at home with my family.

We have noticed that there is a very flat hierarchy here. We have seen the same at many other distributors that we have visited. This seems to be the secret to a happy workforce. Do you agree?
We do a lot of things together, such as planning and making decisions, rather than orders simply being given to us from above. We all have breakfast together, which is a chance to chat and discuss work. If we have a big project, we all stay together to decide how to manage it. This means decisions are made communally and quickly. We also go cycling together a lot on workdays and at weekends. Again, this isn't forced upon us; we do it because we enjoy it. It helps that the bosses are into sport too and, like us, would rather be outside riding on a sunny day if they could!

If time and money were no object, where would you go for an adventure (on or off your bike)?
I would probably go back to Mallorca, specifically to the ‘Ballermann’ party beach, as I had such a good time there! I would take my bike and go riding as well; I wasn't a cyclist when I last visited the island. I know there are some excellent mountain bike trails there, but they are tricky to find and access, so I would probably use a local guide to make sure I had the best possible experience.

It's difficult to answer this question as there are always a lot of variables, but if a friend asked you to recommend a MERIDA mountain bike, which one would you suggest?
I get asked this a lot! You're right that there are lots of factors influencing a recommendation, not to mention the price. Mostly, I recommend the eONE-SIXTY at the lower end of the price range and the eONE-FORTY 675 at the higher end. A lot of the riding people do here means they won't ever use the full amount of suspension on an eONE-SIXTY, so an eONE-FORTY would be a better fit.

 

It is lovely to meet someone who is happy in their work, and Manuel certainly gives this impression. He loves the autonomy and flexibility that his job gives him, as well as the camaraderie with his colleagues. Working at Sail & Surf has introduced him to the world of cycling, and he has quickly become passionate about e-enduro. We are, of course, sad that cycling takes second place to football on his list of priorities, but you can’t have everything!

Keep your eyes peeled on the NEWS section (LINK) for the next instalment of our series from picturesque Austria, in which we will feature our second female interviewee, Michaela Plamberger-Wimmer. Michaela is a sales assistant who has worked at Sail & Surf for seven years, and she values the family atmosphere of the business and the experience of surviving the pandemic together.