Cycling Service Team Leader

2 weeks ago


San Francisco, California, United States Specialized Retail Stores LLC Full time

ABOUT SPECIALIZED RETAIL STORES LLC

POSITION OVERVIEW

In collaboration with the Store Manager, the Bicycle Service Operations Manager will be responsible for overseeing the repair shop within the bike department at Specialized Retail Stores LLC. This role is crucial for enhancing customer-facing operational efficiency by providing support and technical guidance to all service personnel; addressing complex issues; distributing technical updates and innovative practices; and identifying and resolving operational challenges.

KEY RESPONSIBILITIES

  • Ensure the financial success of the department by meeting and surpassing operational costs.
  • Lead the service team in all aspects of bicycle and store services, including new bike assembly, walk-in repairs, and checked-in service, while modeling best practices for the entire service team.
  • Manage and allocate workload efficiently to guarantee a smooth workflow and achieve a 24-hour turnaround on all service requests not requiring special orders.
  • Oversee all facets of the repair process: intake, prioritization of jobs, management of service parts orders, timely completion and quality assurance of all tasks, and effective communication with customers.
  • Participate in general store operations, including opening and closing procedures, resolving customer service and point-of-sale issues, and engaging in community and marketing events to enhance department and company performance.
  • Monitor sales performance of service-related parts and accessories, establishing a list of essential items that should always be in stock.
  • Ensure prompt resolution of all warranty claims and shop bike repairs.
  • Act as the primary liaison with the warranty representative.
  • Maintain a safe, clean, and well-stocked work environment in both the service department and rider care areas.
  • Provide direction and ensure that service staff are informed and focused on service objectives in the manager's absence.
  • Assess employee performance and serve as the first point of contact for any service-related issues among customers and team members.
  • Contribute to the broader Specialized R&D team by providing valuable feedback from both a technician's viewpoint and insights from customer experiences.

QUALIFICATIONS

  • A strong passion for cycling and the Specialized brand.
  • Previous retail experience of at least 1 year.
  • Exceptional communication skills with the ability to engage effectively with customers and team members.
  • Flexibility to work as needed, including weekends.
  • Capability to stand for extended periods and perform tasks that may require walking, kneeling, or reaching.
  • Ability to lift 50 lbs. or more, employing proper lifting techniques.

BENEFITS

  • Comprehensive health care options (Medical PPO or HDHP).
  • Dental and vision coverage.
  • Health Savings Account (HSA).
  • Short and long-term disability insurance.
  • Company-sponsored life insurance and optional term life insurance.
  • Optional critical illness and accident insurance.
  • Competitive vacation package.
  • 401(k) plan with company match.
  • Paid parental leave.
  • Paid holidays.
  • Employee discounts on all products.
  • Additional retail discounts.
  • Reimbursement for fitness and events.
  • Uniform allowance.
  • Employee assistance program.
  • Commuter benefits where applicable.
  • Family and friends discount.
  • Compensation range: $28-$32/hr.


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