Wheel & Sprocket is a growing, nationally-recognized specialty bicycle retailer with twelve brick-and-mortar locations and an e-commerce operation. The Service Manager owns and drives all facets in the service department including managing work order queue to maintain 48-turnaround, supervising service writing and technician staff, handling warranties, overseeing the service advising and production technician roles.

Job Description

• Technical responsibilities
• Write accurate work orders based on immediate evaluation to recommend maintenance and repairs as necessary focusing on long-term safety and performance.
• Manage the queue of work orders to ensure 48-hour turnaround
• Be able to perform most, if not all, levels of bicycle repair
• Perform minor tasks on the spot whenever possible
• Handle warranties on defective parts with manufacturers directly
• Manage staffing levels based on daily workload
• Manage shop supplies and tools
• Handle customer complaints and instill a win/win philosophy throughout the department
• Coach and advise other staff on mechanical, procedural or personal areas of development
• Conduct staff and customer training sessions
• Maintain high degree of organization and cleanliness
• Easily operate common computer functions including email, documents, websites, etc.
• Perform cycle counts and manage service inventory
• Work cross-functionally with General Manager on identifying areas to improve the overall customer experience
• Interpret productivity, sales, and scheduling reports and take appropriate action
• Maintains current knowledge of sales and industry trends

• Personal responsibilities
• Hearing feedback well and making necessary changes
• Giving feedback directly and in a candid, honest and effective manner
• Effectively serve customers, colleagues and other stakeholders
• Be dedicated to continuous improvement of own work and of the business
• Have strong work ethic
• Have positive attitude and strong sense of integrity
• Take responsibility for own career and solving own problems

This position is based at an individual store location, but requires the willingness to travel to other locations or off-site events several times per year. This is a full-time position offering many benefits including health insurance, 401k program, product discounts, bike-commuter credits and other fringe benefits. Compensation based on experience and qualifications.

Qualified applicants are invited to apply online, submit a cover letter and any other supporting documentation at: https://wheelandsprocket.com/to/apply