Service Manager

Role Summary The Service Manager is accountable for the performance, efficiency, and customer experience of the service department. This role serves as the primary point of contact between customers and technicians while leading workflow, quality control, staff development, and service profitability. This is a hands‑on leadership role requiring strong technical knowledge, excellent customer communication, and disciplined operational management. Responsibilities Customer Experience & Service Sales Serve as the primary service writer and customer-facing leader for the service department. Assess bicycle service needs through inspection and consultation. Clearly explain recommended repairs, maintenance options, timelines, and pricing. Write accurate, detailed, and complete service tickets. Obtain customer authorization prior to work being performed. Recommend and upsell appropriate service packages, accessories, and maintenance solutions. Handle customer questions, concerns, and follow‑ups professionally. Resolve escalated service issues promptly, involving leadership when appropriate. Service Department Operations Manage service scheduling, repair queue, and turnaround times. Assign work to technicians based on skill level, efficiency, and workload. Track job progress to ensure repairs are completed accurately and on time. Perform final quality checks prior to customer pickup. Maintain a clean, organized, and efficient service workspace. Ensure shop processes, safety standards, and service procedures are followed. Collaborate with sales staff to support overall store goals. Team Leadership & Development Train, coach, and mentor service staff. Support onboarding and ongoing technical development of technicians. Set clear expectations for productivity, quality, and customer experience. Monitor technician performance and provide feedback. Uphold company policies, standards, and culture. Participate in monthly manager meetings. Inventory, Warranty & Financial Performance Manage service inventory, including ordering, stocking, and pricing accuracy. Monitor labor revenue, parts margin, and department efficiency. Track warranty submissions and ensure reimbursements are accurate and timely. Support store leadership in achieving service-related KPIs and profitability goals. Key Performance Indicators Service labor revenue vs target. Average turnaround time. Quality control and comeback rate. Warranty recovery accuracy and timeliness. Service margin performance. Customer satisfaction and service-related reviews. Technician productivity and efficiency. Qualifications Four or more years of bicycle repair, service writing, or service department experience. Previous service management or supervisory experience preferred. Strong customer service, communication, and organizational skills. Ability to manage workflow in a fast-paced retail environment. Experience with e-bikes and electronic systems. Ability to understand, manage, and achieve performance goals. Comfort using POS and service management systems. Physical Requirements Ability to lift bicycles and boxes up to 100 pounds. Ability to stand and walk for extended periods. Ability to perform bike inspections involving bending, lifting, and twisting. Benefits & Perks Competitive compensation DOE with performance incentives. Employee discounts on bikes, parts, and accessories. Paid training, certifications, and professional development. Supportive, mission-driven company culture. #J-18808-Ljbffr