What are the responsibilities and job description for the Service Manager - Bloomington Cycle & Fitness - Bloomington, IL position at Specialized Retail Midwest LLC?
Service Manager - Bloomington Cycle & Fitness - Bloomington, IL
ABOUT SPECIALIZED
JOB SUMMARY
Under the direction of the Store Manager, the Service Manager will oversee the bike department repair shop at Specialized. The service manager is ultimately responsible for maximizing rider-facing operational performance by providing help desk resources and technical advice to all service staff; solving high level problems; disseminating technical bulletins and new techniques; and detecting and diagnosing shop problems in structural and social interfaces. The service manager must also improve rider service quality results by continuously studying, evaluating, and re-designing the fixed processes of the department; informing, communicating, ands achieving service metrics; monitoring and analyzing results of said metrics; and implementing changes accordingly.
HOW YOU’LL MAKE A DIFFERENCE
- Overall profitability of the department : covering and exceeding departments’ run cost
- Lead service team in all bicycle and store service functions : new bike builds, walk-in repairs, and checked-in repairs, while exemplifying best practices for all service staff
- Overseeing and assigning workload, both when present and not, to ensure efficient flow and achieving 24-hour turn around (on all tickets not requiring special order)
- Manage all aspects of repair workflow : intake, job prioritization, service part order management, timely completion and quality of all work, and rider communication.
- Assist with general store tasks including the following : opening / closing of store, resolving customer service / POS issues, participating in community / marketing events and ongoing staff meetings to improve department and company.
- Monitor sell-through on all service-specific parts and accessories; establishing a “never-out” list made up of commonly needed shock seals, chains, cassettes, and cleats.
- Oversee and ensuring swift completion of all warranty issues and shop bikes
- Maintain primary point of contact with Specialized warranty representative
- Uphold all safety, cleanliness, and appropriate stocking of tools at workstations (service department and rider care)
- Staff has direction and is informed when manager is not present (days off, time off, etc.) so that all service members are working purposefully towards service goals
- Evaluate each employee’s performance and is first point of contact when issues arise in service among riders, service employees, and the service / sales interface
- Contribute to the larger Specialized R&D team by closing the feedback loop; providing insights from both the technician's perspective and remitting valuable critique and reaction from our riders
WHAT YOU NEED TO WIN
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