Service Manager - Bikesource - Charlotte, NC

Specialized•Charlotte, NC

12d•Onsite

About The Position

Under the direction of the Store Manager, the Service Manager oversees the bike department repair shop. The role is responsible for maximizing rider-facing operational performance by providing help-desk resources and technical advice to service staff, resolving high-level problems, sharing technical bulletins and techniques, and identifying structural and interpersonal issues in the shop. The Service Manager also improves service quality by evaluating and redesigning department processes, communicating and achieving service metrics, monitoring results, and implementing changes. The position leads the service team across bicycle and store service functions, manages repair workflow and workload, and works to achieve a 24-hour turnaround for tickets that do not require special orders. It also supports broader store operations, warranty work, inventory of service parts, employee performance, and communication between riders, technicians, sales staff, and Specialized’s R&D team.

Requirements

Passion for cycling and the Specialized brand.
Current or former retail employee with at least 1 year of experience.
Excellent communication skills and the ability to interact effectively with riders and team members.
Ability to work as business needs dictate, including weekends.
Ability to stand for extended periods and occasionally walk, kneel, or reach.
Ability to lift at least 50 pounds and use proper lifting techniques.

Responsibilities

Oversee the overall profitability of the service department, covering and exceeding its operating costs.
Lead the service team in bicycle and store service functions, including new-bike builds, walk-in repairs, and checked-in repairs, while modeling best practices.
Assign and oversee workload, including when absent, to support efficient workflow and a 24-hour turnaround on tickets that do not require special orders.
Manage repair workflow, including intake, job prioritization, service-part orders, timely completion, work quality, and rider communication.
Assist with store tasks such as opening and closing, resolving customer-service and POS issues, participating in community and marketing events, and attending staff meetings.
Monitor sell-through of service-specific parts and accessories and maintain a list of commonly needed items that should remain in stock.
Oversee timely completion of warranty issues and shop-bike work.
Serve as the primary point of contact with the Specialized warranty representative.
Maintain safety, cleanliness, and appropriate tool stocking at service and rider-care workstations.
Ensure service staff have direction and information when the manager is absent so they can work toward service goals.
Evaluate employee performance and act as the first point of contact for issues involving riders, service employees, and the service-sales interface.
Contribute technician and rider feedback to Specialized’s R&D team.